Drive a customer centric culture by continuously engaging with the various teams and empower them to deliver top of class experiences to the customers.
Position customer experience as a key lever to drive customer retention while embedding customer centricity.
Constantly innovate to drive leading customer experiences to ensure that the Bank becomes a reputed leader in creating the best & most consistent customer experiences.
Guide and support business process re-engineering and alignment to Customer Experience initiatives.
Develop customer journey mapping capability and manage required improvements identified through customer journey maps to implementation.
Own performance measurement and tracking of adherence to the defined customer service experience Service Level Agreements.
Leverage on data analytics to understand customer behaviour while driving customer experience improvement initiatives.
Support in service delivery automation and digitization to drive customer convenience through system implementation that include CRM, amongst others.
Continuously reducing pain areas for the customers, through working closely with other functions including IT, Finance, Marketing to ensure delivery of the brand promise.
Build capabilities in team to continuously improve at every touch point of customer to build trust, engage & enhance the experience of the customer.
Identify mission critical customer experience management focus for the bank’s delivery channels, benchmark best service practices to support business performance and enhance customer satisfaction.
Ensure compliance with the Bank’s policies, procedures and customer experience standards, ensuring necessary controls are in place and required audits and verification carried out.
Ensuring Full compliance to customer related regulatory requirements including Customer Protection, Treating Customers Fairly, Data Protection and Anti Money Laundering laws.
Maintain effective training programs within the bank to ensure customer experience within the bank is maintained at a high level standard.
Key Competencies and Attributes
High level of integrity.
Customer Journey Mapping and Process Re-engineering experience.
Proven experience in team management, supervision or leadership within a customer facing environment, including performance management, people development, coaching or mentoring experience.
Ability to develop productive working relationships and achieve results with deadlines.
Have excellent communication as well as interpersonal and public relations and interpersonal skills.
Possess Strong analytical, interpretative, report writing and presentation skills.
Sound IT proficiency and demonstrable exposure to a computerized working environment
Ability to work within tight deadlines and pressure without compromising accuracy.
Management & leadership of processes for continuous improvement of customer experience.
Have strong people leadership skills, exemplary customer service experience, & great at identifying operational improvements.
Track record of using data to inform business decisions
Qualifications
Bachelor’s degree in a relevant field.
Experience in customer service in the financial services industry is a plus.
Professional marketing/ Business Development qualifications.
Have strong customer service orientation/experience.
A minimum of 6 years’ relevant work experience 3 of which must have been in management in service industry.
Strong credit analysis, documentation and relationship management skills
Experience in structured trade finance, syndication and project financing will be an added advantage
Ability to assess customer needs and recommend products that suits their needs
Good people management skills
Good written and spoken language skills
Possess in-depth understanding and knowledge of Corporate Banking Products and services and extensive banking industry knowledge.
Proven sales experience in a client relationship role within corporate banking
Ability to work within deadlines with proven time management skills
A good understanding of risk, credit policies and procedures.
