About the Role
The job holder ensures that the customer service teams are able to achieve high customer satisfaction levels through adequate product and service offering knowledge, providing quality customer service during interactions. They are responsible for handling escalated customer queries and collaborating with relevant departments to provide feedback on product and service offerings based on customer feedback analysis. The role involves process improvement design and working alongside automated and digital service channels. The job holder is results-oriented, self-motivated, and determined to improve customer service standards, with a strong business acumen to identify new service opportunities. They are organized and capable of working independently in fast-paced environments, also able to lead teams with a pleasant disposition towards internal and external stakeholders.
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Responsibilities
- Support achievement of branch sales, revenue, deposit, lending, and customer acquisition targets.
- Drive cross-selling of banking products and services based on customer needs.
- Monitor daily branch operations and ensure a smooth and efficient customer journey.
- Support, coach, and guide branch staff to achieve individual and team objectives.
- Handle escalated customer concerns and maintain high service standards.
- Ensure compliance with KYC, AML, operational controls, and internal banking policies.
- Monitor branch operational risks, controls, cash management, and transaction accuracy.
- Support the Branch Manager in performance monitoring, staff planning, and daily branch management.
- Act as the responsible branch lead in the Branch Manager’s absence.
- Build strong customer relationships and identify opportunities to grow the branch portfolio.
Qualifications
- Bachelor’s degree in Business, Banking, Finance, or a related field.
- Relevant experience in retail banking, branch operations, sales, or customer service.
- Previous experience in a supervisory or team leadership role is preferred.
- Strong knowledge of retail banking products, branch operations, KYC/AML, compliance, and risk controls.
- Strong sales, customer relationship, people management, and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Ability to work in a target-driven and customer-focused banking environment.
