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Job Title: Senior Manager – Customer Experience.
Reports to: Head of Service Experience
Unit: Customer Experience
Grade: Manager.
In order to provide outstanding customer service throughout branches and head office divisions, the Senior Customer Experience Manager supervises daily client interactions. It is your duty to adopt best practices and standards to promote service excellence. You should also work with internal business units and Branch Managers to answer client demands, manage relationships, and maintain the reputation of the bank.
To increase service quality, they also supervise training and development programs, analyze data for continual improvement, and keep an eye on performance. They contribute significantly to creating satisfying client experiences and upholding the company’s reputation through these duties. Senior Manager – Customer Experience at Equity Bank
Responsibilities
Oversee day-to-day activities related to the customer experience to guarantee profitability, productivity, and customer happiness. Assist the customer experience team in meeting departmental key performance indicators. Assure Client Contentment: Assume accountability for guaranteeing complete client delight by comprehending their requirements and promoting industry-best customer experience techniques across the bank. Respond to Inquiries and Complaints: To guarantee equitable results and swift remedies within agreed-upon timelines, log and track all complaints and inquiries right away.
Client relationship management includes scheduling get-togethers and meetings with clients to foster strong bonds, reviewing services, and putting remedial actions into place in response to comments. Service Recovery Management: In charge of quickly addressing client complaints and issues and advising management and relationship managers on how to proceed with service recovery.
Service Quality Control: Analyze service quality, finding areas for improvement and strength to guide actions for quality enhancement and decision-making. Own Points of Contact with Customers: Assume responsibility for every customer interaction and work together Preparing Reports: Monthly reports for risk, CX, and compliance, quarterly reports for submission to regulators, and any other reports that the business need must be prepared and shared on time. Performance Monitoring: Keep an eye on how well CX teams and Branch CX champions are performing. When needed, offer coaching and comments to help them perform better. Motivate Innovation and Service Culture: To improve productivity, efficiency, and revenue objectives, cultivate an innovative and excellent service culture inside the bank.
Skills
- familiarity with banking services, products, and industry rules.
- strong managerial and leadership skills to motivate and inspire teams.
- familiarity in setting up and overseeing client feedback systems.
- strong grasp of the legal standards for data protection and customer experience compliance.
- greater comprehension of client experience metrics and metrics.
- superior training abilities.
- strong aptitude for analysis and problem-solving
- Advanced troubleshooting abilities and capacity to think intelligently.
- strong presenting and communication abilities.
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Experience
- Experience in creating and implementing customer experience strategies and initiatives.
- Proficiency in working with interdisciplinary groups to execute customer-focused projects.
- proven ability to build and manage high-achieving teams.
- expertise using data and consumer insights to guide strategy formulation and decision-making.
- familiarity with the tools and platforms of customer experience technology.
- shown ability to increase customer happiness and loyalty KPIs in a quantifiable way.
- four years minimum of experience in a customer experience management capacity working in the financial services or banking sector.
- Education: A bachelor’s degree in any relevant subject from an authorized university is necessary.
Method of Application:
If you’re confident you can convincingly show that you match the following requirements, send your application to [email protected] with the job reference and title in the subject line.
