Barclays, a leading multinational bankand an employer of choice,
invites applications from suitably qualified, experienced and self motivated
professionals with excellent credentials to fill the following position:
Head of Customer Service
Reporting to the Chief Operating Officer, the role holder is
responsible for the design and implementation of in country Customer Service
Strategy which comprises of: Customer Retention, Customer Service
Implementation and Communications Plan, Service Measurements Strategies,
Customer Service Training, as well as embedding a Customer Centric Culture.
The role holder is expected to establish clear Customer Service
Metrics across the business in order to provide the correct Management
Information that will enable the business to effectively identify and lead root
cause resolution and ensure uniformity in the set of matrices.
The role holder shall perform regular customer service audits to
ensure compliance and progress of the customer service strategy implementation.
He or she is expected to support and share best practice to
facilitate root cause analysis in country and inception of preventative change
initiatives within Kenya and across Barclays Africa aimed at addressing
systematic and recurring complaints.
He or she is expected to establish partnerships with the Country
Management Committee, all the business functions, both in country and in
Barclays Africa and key stakeholders in the industry to gain an in-depth
understanding and knowledge of the customer base, growth and retention
strategies to ensure strategic alignment and the establishment of remedial
action when required to align with the customer offering for the entire
business.
For more details on the role profiles, the required competencies
for each role and the application procedure, kindly visit our career section
through the link provided below:
Candidates who meet the prescribed criteria are encouraged to
submit their detailed applications including their updated CV to the above link
or Email: bbk.human-resources@barclays.com before 30th November 2012.
Kindly note, only short listed candidates shall be contacted.