Job Purpose Statement

To manage all contact centre services through providing first contact services to deliver an overall end-to-end experience to CIB customers. In addition, to develop service quality standards in order to cater for inbound and outbound models and serve various business lines and segments, and to lead process improvement initiatives and provision of customer-centric support in order to maintain high customer satisfaction and support decision-making with the required information and analysis.

Key Accountabilities

Contact Centre Management

• Identify and evaluate processing systems, define user requirements, establish technical specifications for productivity, quality, and customer service standards to ensure effective and standard service provision.
• Manage the day-to-day activities, call trends, and performance indicators of the Contact Centre to ensure smooth workflow of operations.
• Establish First Call Resolution (FCR) service delegation at the back end to cover Social Media interactions, inquiries, complaints, and requests to provide customers with outstanding service.
• Monitor and analyse performance metrics reports to provide constructive feedback, maintain high service levels, and generate productivity efficiency.
• Utilize sound judgment in escalating organizational concerns to Senior Management to support decision-making.
• Monitor and complete quality reviews to ensure representatives are creating the expected customer experience through following business expectations, scripts, and best practices.
• Handle challenging customer complaints or inquiries and ensure customer requests are implemented as per the set Turnaround Time (TAT) to maintain high levels of customer satisfaction.
• Roll out cross-functional projects for process improvement and quality enhancement.
• Conduct periodic forecasting and analysis of call trends to ensure adequate capacity is availed across the hour.
• Offload calls to digital channels to increase optimization and reduce cost/headcount.
• Work closely with different business stakeholders to ensure alignment on different processes/products.
• Manage and support the business expansion plan, troubleshooting, and project enhancement in coordination with all stakeholders/parties.
• Reception and mailbag handling for the entire bank.

Strategy

• Participate in the formulation and implementation of the Contact Centre strategy to ensure alignment with CIB strategy.

Policies, Processes, and Procedures

• Participate and recommend improvements to policies, processes, and procedures and manage their implementation to ensure all relevant procedural/legislative requirements are fulfilled.

Day-to-Day Management

• Supervise the day-to-day operations of the Contact Centre, providing guidance in related areas, encouraging teamwork, and facilitating professional work processes to achieve high performance standards

People Management

• Supervise the contact centre activities and work of subordinates to ensure all work within a specific area is carried out efficiently and in compliance with the set policies, processes, and procedures.

Compliance

• Ensure compliance and control functions with all relevant CBK regulations, banking laws, AML regulations, and internal CIB policies and code of conduct to maintain CIB’s sound legal position and mitigate potential risks.

Job Specification

Professional Qualifications & Experience

• Bachelor’s degree in Commerce, Business Administration, Accounting, or its equivalent.
• Minimum of 5 years of experience in customer service and call centre management.

Personal Attributes & Skills

• Excellent command of English and Kiswahili languages
• Leadership and management skills
• Customer orientation skills
• Planning and organizing skills
• Analytical Skills
• Communication skills

go to method of application »

Job Purpose Statement

Responsible for growth of the Bank’s Corporate Banking business, acquisition of new customers; selling banking products; quality of relationship management and maintenance of portfolio of existing customers; and increasing usage of the Bank’s products by cross-selling.

Key Responsibilities

Financial

• Play a key role in new client acquisition and management of existing client relationships consistent with the Bank’s strategy to achieve desired quality business growth.
• Establish and develop various sales strategies to meet ever-changing customer needs in liaison with the Business Development Team.
• Develop structuring and financing recommendations tailored to client’s needs through synthesis and evaluation of the more complex needs of clients.
• Grow the customer base by prospecting and signing up new customers; manage relationships with customers to ensure optimum customer retention and income generation from sales of all appropriate bank products (Institutional, Corporate, or Personal).
• Develop market and monitor Liability and Cash Management products to expand the Bank’s deposit customer base, targeting mainly corporate customers and focusing on funding cost-reducing liability products.
• Develop and undertake marketing for new Liability and Cash Management products to target customer groups/markets to enable the Bank to expand its business base.
• Initiate and support projects for developing or improving bank products.
• Maintain, acquire, and reactivate customer relationships to improve deposit liability growth and mix.
• Effectively and proactively manage the cost of funds by mobilizing deposits from clients and developing initiatives to reduce the cost of doing business within the department.

Customer

• Manage own portfolio of customers ensuring that they receive the appropriate level of service and advice to meet their specific needs.
• Establish and maintain appropriate Relationship Management and portfolio maintenance systems for tracking performance and taking prompt actions to ensure competitive customer satisfaction and compliance standards are consistently met.
• Enhance client retention by providing a one-stop point of contact for all the client’s needs while providing world-class customer service.

Internal Business Process

• Establish appropriate quality and productivity benchmarks for business development (customer acquisition and sales) and portfolio maintenance.
• Ensure effective day-to-day contact and management of existing Liability and Cash Management customers to increase the Bank’s share of business and reduce the funding cost base.
• Reconcile all transactions on customer’s accounts where necessary.
• Assist with the processing of customer’s letters of credit and invisible transactions.

Functional Responsibilities

• Establish and maintain effective communication systems to ensure adequate information exchange within the team, vertically along hierarchies, and horizontally with other departments.
• Conduct market research and competitor analysis within the industry and strategize on plans that give the bank leverage and a competitive edge.
• Customer pricing within the bank’s pricing policies and/or guidelines.
• Recommend the creation of viable and profitable risk assets to increase business office profitability.
• Maximize account profitability and increase wallet share by cross-selling other products and services to the bank’s customers.
• Drive collections in customer accounts used for FX and other businesses.
• Ensure proper documentation throughout the credit application and ailment process.
• Prepare weekly and monthly statistics/performance reports for management use.
• Maintain a comprehensive database of the customer’s operational records including existing and prospective customer data.
• Perform other duties as assigned by the departmental head or designate.

Job Specification

Academic

• Minimum of bachelor’s degree and/or Professional Qualification in Banking-related disciplines.
• Master’s Degree is an added advantage.
• Proficiency in Microsoft Office Suite.

Professional Qualifications & Experience

• Professional qualification in Credit Analysis.
• Professional qualifications in ACCA, CPA, CFA, etc. are an added advantage.

Desired Work Experience

• At least 5 years’ experience in a similar role.
• Must have experience in Sales, Personal/Business/or Retail Banking.
• Experience in Credit Analysis and administration.
• Experience in Bank operations covering Cash Management, Clearing, Accounts, and Administration.

go to method of application »