Head
Customer Experience
Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment?
Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment?
The
Co-operative Bank of Kenya, “The Kingdom bank” is the place for those looking
to new horizons.
You are widely experienced in Customer Service and you have consistently taken
leadership of the customer experience and service function and delivered
exceptional results.
You
quickly develop and implement profitable strategies to not only grow customer
base but also ring-fence and ensure retention of existing ones. You are driven
by results and passionate about service excellence. ‘The customer’ is central
to all your decision making.
You
quickly think of ways to not only track customer experience but also devise new
initiatives and engagements that ensure customer’s needs are exceeded at all
times.
You
are a people person, you think on your feet and stay on top of key assignments
and deliverables.
Reporting to the Head of Alternative Channels, the Head of Customer Service will be responsible for driving the Bank’s Customer Experience Strategy for increased wallet share, repeat business and customer retention.
Reporting to the Head of Alternative Channels, the Head of Customer Service will be responsible for driving the Bank’s Customer Experience Strategy for increased wallet share, repeat business and customer retention.
The
role holder will also be required to develop and ensure continued improvement
and implementation of customer experience and service policy at all levels as
well as ensure that quality customer experience and service standards are
maintained at all customer touch points within the bank.
The Role
Specifically, the successful jobholder will be required to:
- Drive
the Bank’s Customer Experience Strategy to support profitable growth,
drive efficiencies and superior brand positioning.
- Take
charge and lead a highly motivated team to provide customers with the best
customer experience possible as well as drive customer migration to
alternative banking channels.
- Define
and implement customer onboarding and customer management processes.
- Ensure
quality customer experience and service standards at all customer touch
points within the bank for both internal and external customers through
training and monitoring compliance of the same across the bank network.
- Effectively
measure the quality of customer service in the Bank on a regular basis and
take charge of customer feedback mechanisms in the Bank through surveys,
mystery shoppers among others including managing the banks Net Promoter
Scores (NPS) across the network.
- Monitor
and oversee adherence to interlinked business Service Level Agreements.
- Develop
and implement customer experience programs for the Bank to earn a Return
on Investment by engaging existing customers and other stakeholders
- Benchmark
and influence the practice of emerging customer service trends.
- Ensure
high quality training on customer service for all staff, consistent with
our customer experience strategy.
- In
liaison with branch managers, manage the performance of the customer
experience roles in the branch
Skills,
Competencies and Experience
The successful candidate will be required to have the following skills and competencies:
The successful candidate will be required to have the following skills and competencies:
- A
Bachelor’s degree preferably in a business related field from a recognized
University.
- 4
to 7 years progressive work experience in a similar role within a dynamic
service organization.
- Assertive,
well informed and knowledgeable on customer service matters and market
trends.
- Demonstrable
experience and competencies on implantation of customer experience
strategies
- Strong
communication and presentation skills and excellent analytical and
reporting skills. Good team leadership skills and must demonstrate agility
in approach, decision making and innovation and problem-solving.
- The
ability to handle pressure and difficult situations with resilience,
calmly and effectively.
- Good
knowledge of bank products, services and banking regulations and statutory
requirements.
How to
apply
If you are confident that you fit the role and person profile and you are keen to add value to your career then please forward your application enclosing detailed Curriculum Vitae to jobs@co-opbank.co.ke indicating the job reference number HCS/ACD/2016 by 10th June, 2016.
If you are confident that you fit the role and person profile and you are keen to add value to your career then please forward your application enclosing detailed Curriculum Vitae to jobs@co-opbank.co.ke indicating the job reference number HCS/ACD/2016 by 10th June, 2016.
We are
an equal opportunity employer.