Head of Customer Service
Job Ref: CBOK 01/2013
The Position
Reporting to the Chief
Business Officer Kenya, the Head of Customer Service will develop and
lead the implementation of an innovative customer service strategy that
delivers a consistent, seamless and trusted customer experience through
the different channels across the Bank, to create competitive advantage
and ultimately drive revenue growth.
Key Responsibilities
- To develop and deliver the Banks customer service strategy, in order to improve the customer experience, process excellence, achieve the Banks objectives and deliver the Banks brand promise.
- Outline “the journey” to achieve the customer experience vision including key landmarks and measures of success. Incorporating and addressing the root cause of recurrent customer complaints\queries.
- Responsible for improving customer satisfaction, customer segmentation and retention objectives.
- Design, establish and implement a systematic framework that proactively solicits, anticipates, receives and assimilates the “Voice of the Customer” across all touch points to identify customers’ critical priorities. Overlay this with research insight to draw conclusions; that provide the basis of service improvement initiatives and internal business process re-engineering.
- In collaboration with other stakeholders and relevant functions, departments lead the development and implementation of new customer service propositions that ensure customer growth, customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.
- Champion in developing a stronger “customer experience” mind set & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience.
- Design and implement a communication framework that ensures that the customer service strategy is effectively cascaded to all stakeholders, employees and embedded in delivery of all services.
- Design and implement customer centric training programs for employees as per best practice, in conjunction with Human Resource.
- Provide clear customer service reporting through relevant customer service metrics across the business.
- Ensure compliance to the set customer service policies and standards.
- Lead, manage, coach, develop and inspire direct/indirect reporting team.
The Person
- A holder of a degree from a recognized university. An MBA or Master’s degree or relevant professional qualifications in a relevant field will be an added advantage.
- Have at least 8 years management experience with a large retail or services business covering customer service, strategy creation, project management and managing teams, with a minimum 3 years’ experience of direct responsibility for delivering exceptional “customer experience.”
- Experience of operating in a multi-channel customer facing environment is essential.
- Experience in implementing service and or quality standards.
- Experience in quality assurance models e.g. six sigma is desirable
- Experience of operational management would be desirable.
- Should have excellent high quality interpersonal, influencing and negotiation skills with the ability to positively and clearly communicate with a variety of constituents.
- Should have a thorough knowledge of banking products, services and the financial services Industry.
- Should have strong leadership skills with demonstrated competences in championing customer focus, and in managing people in multi-cultural environments
The above position is a demanding role which the bank will provide a competitive package for the successful candidate.
If you believe you can
clearly demonstrate your abilities to meet the criteria given above,
please submit your application with a detailed CV, stating your current
position, remuneration level, e-mail address and telephone contacts
quoting the job title/reference in the subject field to
recruitment@kcb.co.ke.
To be considered your application must be received by 15th March 2013.
Only short listed candidates will be contacted.