Vacancy Number: DB_EX/DDD/005/24
Vacancy Posting End Date: 24/01/2025

The Customer Service Manager I will support the Branch Manager in coordinating all activities of Customer Service Officers (Maker/Checkers) and Senior Customer Service Officer (Cash/Accounts) within the Branch and ensure operational excellence to deliver exemplary services for high customer satisfaction levels, supporting the Bank’s growth.

Job Requirements

Academic and Professional Qualifications

• Bachelor's degree in a business-related field e.g. accounting, management, economics, business administration

Experience

• Minimum of Six (6) years of banking experience 

Technical Competencies

• Understands the basic mechanisms of general financial products and services.

• Knowledge and experience in modern service delivery practices in medium to large banks to provide guidance on quality improvements and operational changes.

• Good knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

• Ability to respond to basic client enquiries and instructions and the capability of advising and resolving most issues and requests.

• Project management skills.

Behavioral Competencies

• Strong leadership and skills to foster teamwork; develop and motivate staff, resolve conflicts as well as ability to provide direction in order to achieve organizational objectives.

• Ability to lead, influence and drive change initiatives in support of business strategies within the branch.

• Strong business acumen.

• Strong communication and presentation skills including ability to develop proposals, concept papers, position papers, etc.

• Strong interpersonal skills and ability to relate with and manage multi-cultural teams.

• Strong expertise in strategic management project planning and budgeting, resource management, implementation as well as monitoring and evaluation.

• Must be a self-starter, highly organized, and able to work well with people at all levels in the organization.

• Strategic thinking and problem-solving skills.

• Analytical and creative thinking skills.

• Strong persuasion and negotiation skills.

• Good customer relationship management skills (internal and external customers)

• Risk awareness and focus - demonstrates understanding of risk management practices, standards and regulatory requirements.

• Effective stakeholder management.

How to Apply

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