Service Experience & Compliance Manager

By Live Lover -


Reporting to the Head Of Customer Service ,the role holder will be  responsible for the formulation & delivery of the Service Experience Strategy through cross-functional buy-in, direction & development of a fully integrated and seamless customer experience model driven by four channels (retail, phone, email & social media) to improve customer satisfaction and eliminate customer pain points and dissatisfiers.

Key Responsibilities
  • Develop & deliver the Customer Experience Strategy through engagement with stakeholders
  • Conceptualizing and enhancing CRM capabilities to capture customer voice, analytics and work flow management for customer resolution and close looping
  • Communication & entrenchment of the Customer Service Charter and Standards across all customer touch-points
  • Together with Stakeholders drive the development of best practice life cycle management  Strategy & Model  for all Customer segments
  • Perform Qualitative analysis (RCA) and report compliance on customer complaint resolution across all business units
  • Drive the implementation of initiatives to improve Customer Experience & Overall Customer Delight Index
  • Drive an overall approach to reducing customer dissatisfaction leading to inactivity by exhausting available avenues to ensure the customers do not churn from the business
  • Single point of contact (SPOC) for all service exceptions
  • Ensure that performance targets are set for the team by defining performance indicators, objectives & assigning tasks to the team
  • Ensure total compliance of all Bank service standards, laid-down procedures/policies; ascertain uniformity in delivery of services whilst identifying all processes that expose the bank to risk.

The Person
  • A university degree  preferably in a business related field from a recognized institution. An MBA or Master’s degree will be an added advantage.    
  • Possession of professional qualifications in project management is essential.
  • Have at least 6 years management experience with a large retail or service business covering customer service, business analytics, project management and compliance.
  • Experience of operating in a multi-channel customer facing environment is essential   
  • Experience of Customer Relationship Management System (CRM) is essential.   
  • Experience in general banking operations 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 6th September 2013.
Only short listed candidates will be contacted.
To be considered your application must be received by Sept. 6, 2013.
Only short listed candidates will be contacted.
JOB REF: CBOK 04/2013

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