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Customer Service Manager Job in Kenya

Customer Service Manager, Brokerage Services

The Position:Reporting to the Head of Brokerage, the position will be responsible for building relationships and providing clients with value add solutions using a vast array of Investment Banking Products.

Key Responsibilities:
  • Champion the delivery of consistent, seamless and trusted customer service to ensure customer retention and loyalty.
  • Identify and provide solutions to Clients’ financial needs, keeping records and trouble shooting on client relationships.
  • Develop a client retention plan for KCB Capital.
  • Communicate regularly and build deep relationships with the firms ‘clients.
  • Provide seamless, timely, attentive and responsive service to customers.
  • To Build and maintain productive and strategic relations with customers/ stakeholders to drive the development and delivery of business solutions and revenue growth for the brokerage business.
  • Ensure strong cross- selling of existing and new products to existing and new clients; and in this process, maintain effective liaison with all relevant business units in the Bank
  • Identification of new business opportunities and maintaining the relationships.
  • Researching the latest products and regulations, analyze market intelligence and generate recommendations for follow up by product specialists.
  • Ensure timely preparation of relevant client reports
  • Ensure compliance to the Bank’s policies, procedures and regulatory requirements.
The Person:

For the above position, the successful applicant should have the following:
  • University Degree preferably in a business related field.
  • Professional qualifications (CFA/KIB/ACIB/CPA/ACCA) or MBA is an added advantage.
  • At least 4 years’ proven experience in managing Client Brokerage relationships and customer service.
  • Demonstrate sound knowledge of brokerage and advisory business environment, regulations and operations.
  • Excellent, high quality interpersonal, presentation, problem solving, negotiation skills with the ability to positively and clearly communicate with a variety of constituents.
  • Ability to network through all open channels with large technological dependency for the target market.
  • Proven excellent analytical, planning, organization and execution skills.
  • Experience with Advisory Products will be an added advantage
The above position is a demanding role for which the Bank will provide a competitive package for the successful candidate. 

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your current position, remuneration level, e-mail address and telephone contacts quoting the job title/reference in the subject field to

To be considered your application must be received by 19th August, 2016

Only short listed candidates will be contacted.

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