Job Summary: The job-holder will be expected to set standards, establish, monitor and manage performance in the customer service delivery of the Bank.
I&M BANK is seeking to recruit a competent and highly motivated individual with extensive experience in Banking Operations and Customer Service, for the following position:
REF: CSDM/11/2012-CUSTOMER SERVICE DELIVERY MANAGER (1 POSITION)
Job Summary: The job-holder will be expected to set standards, establish, monitor and manage performance in the customer service delivery of the Bank.
Key Duties and Responsibilities:
Develop customer service standards and devise ways to measure and monitor the same. Implement the standards bank wide.
Coordinate with other support departments to ensure facilitation of service delivery.
Ensure customer service training to relevant staff
.
Conduct customer service audits.
Coordinate the complaint handling process.
Minimum Requirements:
Bachelor’s degree.
At least 8 years’ experience in handling customer Service at a managerial/supervisory level.
Good knowledge of Bank Operations and Audit.
Personal attributes & skills required in undertaking the role:
Should be able to foster and imbibe excellent service values to all relevant staff.
Excellent communication and presentation skills.
Leadership Skills. Age – at least 30 years.
If you believe you meet the above requirements, please send your application together with a comprehensive curriculum vitae indicating your qualifications, present position, contact and names of three referees. Your application should reach the below address on or before 8th December, 2012. Please quote reference number followed by the position applied for in the application
The Human Resources Manager
I&M Bank Limited I & M Tower, Kenyatta Avenue
P.O Box 30238 – 00100, Nairobi
Or email: recruit@imbank.co.ke
Only short listed candidates will be contacted. Canvassing will lead to automatic disqualification.
REF: CSDM/11/2012-CUSTOMER SERVICE DELIVERY MANAGER (1 POSITION)
Job Summary: The job-holder will be expected to set standards, establish, monitor and manage performance in the customer service delivery of the Bank.
Key Duties and Responsibilities:
Develop customer service standards and devise ways to measure and monitor the same. Implement the standards bank wide.
Coordinate with other support departments to ensure facilitation of service delivery.
Ensure customer service training to relevant staff
.
Conduct customer service audits.
Coordinate the complaint handling process.
Minimum Requirements:
Bachelor’s degree.
At least 8 years’ experience in handling customer Service at a managerial/supervisory level.
Good knowledge of Bank Operations and Audit.
Personal attributes & skills required in undertaking the role:
Should be able to foster and imbibe excellent service values to all relevant staff.
Excellent communication and presentation skills.
Leadership Skills. Age – at least 30 years.
If you believe you meet the above requirements, please send your application together with a comprehensive curriculum vitae indicating your qualifications, present position, contact and names of three referees. Your application should reach the below address on or before 8th December, 2012. Please quote reference number followed by the position applied for in the application
The Human Resources Manager
I&M Bank Limited I & M Tower, Kenyatta Avenue
P.O Box 30238 – 00100, Nairobi
Or email: recruit@imbank.co.ke
Only short listed candidates will be contacted. Canvassing will lead to automatic disqualification.