Fiche Sub Branch: Customer Service Manager

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

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

Job Summary:

The Customer Service Manager is responsible for leading and managing all customer service functions within the Branch. This includes direct oversight of the 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.

Behavioral Competencies:

• Collaboration: Encompasses effective communication, teamwork, dependability, and engagement.
• Team Work: Collaborating and communicating to allow team members to share their strengths and support each other in achieving their goals.
• Engagement: Active dedication and involvement in collaborative endeavors and the mission, vision, and values of the Bank.
• Communication: Clear exchange of information and ideas ensuring a shared understanding.
• Adaptability: Ability to adjust to new situations without disrupting operations.
• Continuous Improvement: Commitment to finding better ways to do things.
• Agility: Ability to move quickly and easily.
• Responsiveness: Ability to adapt to change and meet new demands promptly.
• Customer Centricity: Understanding customers’ needs and exceeding their expectations by building long-term relationships and engaging in continuous improvement.
• Relationship: Readiness to collaborate and build sustainable relationships with stakeholders.
• Empathy: Understanding and sharing the feelings and experiences of customers.
• Data Driven: Consistently using data to drive work and make informed decisions.
• Respect: Fundamental element that holds teams and organizations together.
• Professionalism: Conducting oneself with competence, integrity, and respect.
• Inclusivity: Embracing diversity and fostering belonging.
• Genuineness: Being authentic, sincere, and transparent in interactions.

Functional/Technical Competencies:

• Business Development: Ability to identify and pursue new business opportunities and drive sales growth.
• Credit/Financing Analysis: Evaluating credit applications and structuring financing solutions.
• Relationship Management: Building and maintaining strong customer relationships to ensure satisfaction and loyalty.
• Customer Data Analysis: Collecting, analyzing, and interpreting data related to customer behavior.
• Branch Operations Management: Managing day-to-day activities ensuring efficiency and customer satisfaction.
• Banking Business Acumen: Understanding operations, financials, and strategy to make informed decisions.

Leadership Competencies:

• Result Driven: Commitment to achieving tangible outcomes that contribute to the organization's success.
• Coaching: Facilitating the growth and performance improvement of team members.
• Customer Insight: Understanding and anticipating customer needs to drive business success.
• Partnership Engagement: Building and maintaining partnerships with stakeholders.
• Service Excellence Mindset: Commitment to delivering exceptional customer experiences.
• Risk Management: Identifying, assessing, and mitigating potential risks impacting the organization.
• Digital Savviness: Leveraging digital technologies to drive innovation and efficiency.
• Emotional Intelligence: Understanding and managing emotions to influence and inspire others.
• Decisiveness: Ability to prioritize resources and make informed investment decisions.

Skills Required:

• Sales / Marketing / Business / Management