Job Ref: RB/13/2010
Reporting to the Head of Contact Centre, the Customer Experience Manager will be responsible for driving the customer experience by ensuring excellence in customer service through management and improvement of service quality standards.
Principal Accountabilities
- Translate the customer service business plans and strategies developed into relevant and productive day-to-day implementation plans and actions for service teams.
- Analyze and monitor service delivery across all touch points on a monthly basis and report on results /trends. Create strategies/recommendations to respond to these trends to optimize on service quality.
- Implement the service charter
- Design and manage the annual customer satisfaction survey, quarterly mystery shopper, online opinion forms and branch opinion forms feedback
- Develop and monitor Customer Service performance indicators – SLAs, TAT, and provision of accurate weekly and monthly quantitative, qualitative and evaluation consistency exercises reports as per agreed timeframes
- Implement the customer-centric culture within the cross functional work relationship process to enable the bank teams achieves service excellence.
- Guide and support Business Process re-engineering and alignment to Customer Service Initiatives including Contact centre.
- Liaise with the HR, Training and Development to develop and implement comprehensive training programs to ensure availability of skills internally to deliver World Class Customer Service.
- Develop a service consistency framework across all customer touch points in the business through SLAs, Service charter and CRM deployment.
- Develop and implement a communication frame work between Head office and the Branch Network.
Qualifications and Experience
- Be a holder of a University Degree in Marketing or Business Related field from a recognized institution.
- Those with an MBA, Diploma in Sales/Marketing or ACIB/AKIB will have an added advantage.
- The person should have 5 years management experience in front and back office operations.
- Experience in customer service/relationship management will be a distinct advantage
Key Competencies and Attributes
- Excellent customer service skills.
- Good interpersonal skills and ability to establish new client relationships
- Excellent planning, organization, problem solving and analytical skills
- Posses strong leadership skills
- Have the passion and commitment to deliver quality service
- Works well in a competitive and challenging environment
- Able to relate technical skills to a sound business process
The above position is a demanding role which the bank will provide a competitive package for the successful candidates.
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 and telephone contacts quoting the respective job title or job ref in the subject field to recruitment@kcb.co.ke.
To be considered your application must be received by 30th June 2010.
Only short listed candidates will be contacted.
