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Banking Jobs in Nairobi, Kenya - Co-operative Bank

Customer Experience Solutions Manager

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 role of providing solutions to customer complaints and delivered exceptional results. You quickly develop and implement complaint management strategy and initiatives to ensure delivery of distinctive customer experience. You are driven by results and passionate about service excellence.
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 – Customer Experience, the role holder will be responsible for ensuring delivery of excellent customer experience through embedding and ensuring complaints /queries are effectively and efficiently handled.
The role holder will also be required to keep the business updated on all issues and concerns faced by the customer and drive any change required in our process or products.

Responsibilities

·         Provide leadership in presenting to the business a focal point where all relevant information on complaint resolution is at hand and is utilized to create solutions to the needs identified from customers.
·         Design, plan and proactively implement the complaint management strategy and initiatives to ensure as a bank we deliver distinctive customer experience in our complaints and query management.
·         Ensure CRM is utilized across all touch points as main channel for capturing complaints / customer feedback and consolidate tracking of all complaints / queries in the network and tracking of resolutions within agreed timelines.
·         Ensure clear end to end work flows on complaints processes for the various products and services across various touch points.
·         Ensure root cause analysis and implementation of remedial actions in conjunction with management across the business.
·         Provide visibility of complaints and customer feedback for relevant action and decision making.
·         Gain staff commitment to provide world class service through customer experience forums and root cause analysis meetings with stakeholders.
·         Provide ongoing feedback on customer experience to all levels within the business ensuring an integrated effort around initiatives for improved service delivery / Customer Experience.
·         Support management in the designing, planning and launching of centralized complaints management unit across the bank relevant projects.

Requirements

·         A Bachelor’s degree preferably in a business related field from a recognized University.
·         5 years progressive work experience in a similar role within a dynamic service organization.
·         Assertive, well informed and knowledgeable on market trends and industry practices on customer solutions.
·         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.
·         Good knowledge of regulatory requirements, consumer protection and prudential guidelines on complaints management and dispute resolution.
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 CSM/RBB/2018 by 3rd May, 2018.



Branch Manager
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.
Are you agile and passionate about business development and service excellence? Do you possess credit and branch operations experience? This position, within the Retail & Business Banking Division presents the perfect opportunity for you if you are seeking to grow your career in a credit and operations environment with myriad opportunities for growth.
Reporting to the Regional Head, the role holder will proactively market the bank products and services to both current and prospective clients in order to maintain a competitive edge in the market. In addition, the role holder will be required to maintain impeccable customer service standards as well as direct, guide & control all the operational functions in the Branch.

Responsibilities

·         Branch Management & Administration – this will involve planning, organizing, leading, administering and controlling all the operations of the branch and ensure that branch assets are held in safe custody by ensuring that all procedures are correctly and consistently followed.
·         Marketing and business development – Prepare and implement the branch marketing strategies and plans, identify and pursue areas of profitable business, develop annual targets that the branch must achieve with respect to business development, maintain and coordinate relations amongst internal and external customers of the bank.
·         Ensure excellent customer service by providing prompt and efficient response and resolution of customer complaints /queries while ensuring customer confidentiality. It will also involve innovation and provision of products that suit customer needs
·         Credit administration – ensure that credit is administered as per the laid out credit guidelines, monitor and make decisions on challenging or complex accounts and carry out loan appraisals.
·         Expenditure control by ensuring that the branch books and records are reconciled and kept properly, providing timely and accurate reports and returns, preparing budget plans and ensuring that any budgetary irregularities are corrected.
·         People management – providing leadership to the team by coaching, training, motivating and managing staff performance. It will also involve resolution of any staff grievances and disciplinary matters by liaising with Human Resources.
·         Support branch transformation initiatives roll out and implementation.

Requirements

·         A Bachelor’s degree in a business related field, AKIB qualification will be an added advantage.
·         At least five (5) years banking experience in a management role, three of which must be branch management experience.
·         Sound credit exposure and Operations in a branch for at least one year may have an added advantage. Similarly, credit experience attained in the Head Office Credit lending units is acceptable.
·         Excellent customer service/relationship management skills.
·         Strong business development, negotiating and decision making skills, good Interpersonal, leadership and communication skills.
·         A performance driver with good business management skills.
·         Ability to analyze data, information and situations, for effective work performance with excellent attention to details and quality outputs.
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 BM/RBB/2018 by 3rd May, 2018.
We are an equal opportunity employer.

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