Customer Service Manager

Job Summary

The Customer Service Manager is responsible for leading and managing all customer service functions within the Branch. This includes direct oversight of Senior Customer Service Officer (Cash) and Customer Service Officers (Maker/Checkers), ensuring operational excellence and the consistent delivery of high service standards to achieve elevated customer satisfaction levels, in support of the Bank’s growth.

Academic and Professional Qualifications

• Degree: Bachelor's Degree in a business-related field (e.g., Marketing Management, Accounting, Management, Economics, Business Administration, Information Technology, or equivalent).

Experience

• Relevant Experience: Minimum of six (6) years of relevant experience.

Functional/Technical Competencies

• Business Development: Ability to identify and pursue new business opportunities and drive sales growth.
• Credit/Financing Analysis: Ability to evaluate credit applications and assess borrower creditworthiness.
• Relationship Management: Ability to build and maintain strong relationships with customers.
• Customer Data Analysis: Ability to analyze and interpret customer behavior and trends.
• Branch Operations Management: Manage day-to-day activities of a branch for effective operations.
• Banking Business Acumen: Apply knowledge of business operations and financials for informed decisions.

Leadership Competencies

• Result Driven: Commitment to achieving tangible outcomes and measurable results.
• Coaching: Facilitate the growth and performance improvement of team members.
• Customer Insight: Understand and anticipate customer needs to drive business success.
• Partnership Engagement: Build and maintain partnerships with stakeholders.
• Service Excellence Mindset: Commitment to delivering exceptional customer experiences.
• Risk Management: Identify, assess, and mitigate risks affecting the organization.
• Digital Savviness: Leverage digital technologies to drive growth.
• Emotional Intelligence: Manage and leverage emotions to influence and inspire others.
• Decisiveness: Prioritize and allocate resources effectively.

Behavioral Competencies

• Collaboration: Engage in effective communication and teamwork.
• Team Work: Support each other in achieving team goals.
• Engagement: Dedication to collaborative endeavors and projects.
• Communication: Clear and successful exchange of information.
• Adaptability: Adjust to new situations and changes smoothly.
• Continuous Improvement: Commitment to finding ways to enhance processes.
• Agility: Move quickly and easily in response to changes.
• Responsiveness: Meet new demands rapidly.
• Customer Centricity: Understand and exceed customer expectations.
• Relationship: Build sustainable relationships with stakeholders.
• Empathy: Share and understand the feelings of customers.
• Data Driven: Use data to drive decision-making.
• Respect: Foster a respectful environment within teams.
• Professionalism: Conduct oneself with integrity and respect.
• Inclusivity: Embrace diversity and foster belonging.
• Genuineness: Be authentic and transparent in interactions.