HEAD OF CLIENT EXPERIENCE MANAGEMENT

Job Objective/Summary: 

To develop and implement effective relationship marketing and customer service strategy for the microfinance bank, which arises from a clear understanding of the market.

Duties and Responsibilities: 

• Define and implement standards/procedures for ensuring optimal customer experience.
• Carry out Business espionage via survey bi-annually in collaboration with the Strategy Department.
• Coordinate CBN Consumer Protection activities to ensure all KPIs indicators are met.
• Design strategic and superior CX strategies to drive competitive advantage – market leadership, customer retention, loyalty, and value.
• Product development.
• Supervise the activities of the customer experience team to ensure their interaction with customers reflects positively on the company.
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
• Prepare and manage annual budgets to achieve set objectives and goals.
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
• Visit branches, union and council meetings to identify or confirm client needs and obtain feedback on the level of satisfaction with existing products and services.
• Ensure issues of dissatisfaction in client service delivery are promptly identified and addressed.
• Monitor client aspirations and issues and ensure that innovative products and excellent service delivery are in place to address them.
• Prepares monthly complaint reports to the CBN.
• Ensures the implementation of the bank’s Cooperate Social Initiatives.
• Ensure insurance claims processed are fully executed to the payment stage with proper documentation to the insurance Broker and prepare monthly reports to the Risk Management Committee.
• Collaborate with the Strategy and Business Development Unit to conduct Client Satisfaction Surveys.
• Brand ambassadorship, ensuring a proper brand interpretation and representation across the bank.
• Collate Client Experience Officers report weekly and monthly
• Provide the Head of Corporate Communication & Branding with weekly, monthly and quarterly reports.

General:

• Appraises subordinates promptly and objectively and follows up on action points resulting from the appraisal.
• Organize training programs for customer experience representatives to update their job knowledge and enhance their skills.
• Perform other duties and responsibilities as may be assigned by the Head, Cooperate Communications & Branding & the Managing Director.

Job Requirements: 

• A good bachelor’s degree, preferably in a business-related discipline. MBA and/or other relevant postgraduate or professional qualifications will be an added advantage.
• Minimum of 7 years’ relevant experience in banking operations and customer service.
• Excellent knowledge of the industry and competition.
• Basic accounting knowledge.
• Good managerial & leadership skills.
• Good knowledge of banking operations.
• Good knowledge of the economic and market environment, including global trends.
• Candidate must be below the age of 45 years.