Branch Customer Service Manager

Job Purpose

The Branch Customer Service Manager is responsible for supporting the sustainable and profitable growth of the Bank by improving customer attraction, satisfaction, and retention through excellent customer service delivery. The role focuses on enhancing branch operations, optimizing resource utilization, ensuring service excellence, and improving overall customer experience.

Main Duties and Responsibilities

• Develop and implement customer service delivery plans and programs to enhance service excellence and improve customer experience at the branch level.
• Ensure proper collection, compilation, and submission of information related to loan and foreign currency requests for further processing and approval.
• Coordinate with customer relationship management teams and branches to ensure consistent service delivery, create sales opportunities, and support cross-selling initiatives.
• Monitor customer service performance and ensure customer expectations are consistently met or exceeded.
• Work closely with the Branch Operations Director to establish customer service, operational, and business performance objectives.
• Provide recommendations and support for branch performance measurement, operational control, and service improvement.
• Contribute to the expansion of branch services and support initiatives that improve profitability and productivity.
• Receive, analyze, and resolve customer complaints within assigned authority and refer complex issues to the appropriate units for timely resolution.
• Ensure adequate customer service staffing levels and support employee training on product knowledge, service delivery, and communication skills.
• Collaborate with Marketing and Customer Management teams to implement local marketing activities that promote the Bank’s products and services.
• Review branch income and expense summary accounts, monitor controllable expenses, and ensure proper financial record maintenance.
• Ensure branch operations comply with organizational policies, procedures, and service quality standards.

Qualification

• Bachelor’s Degree in Accounting, Management, Economics, Banking and Finance, or related fields.

Experience

• Minimum of six (6) years of relevant banking operations experience.
• Experience in customer service management, branch operations, or financial service delivery is advantageous.
• IFB (Interest-Free Banking) training certification is an added advantage.

Required Skills and Competencies

• Strong knowledge of banking operations and customer service practices.
• Excellent customer relationship management skills.
• Ability to coordinate teams and manage branch service activities effectively.
• Strong problem-solving and decision-making abilities.
• Good communication, negotiation, and interpersonal skills.
• Ability to analyze operational performance and identify improvement opportunities.
• Strong commitment to service excellence and customer satisfaction.

Skills Required:

• Accounting / Finance
• Economics / Statistics