SENIOR CUSTOMER SERVICE SPECIALIST (X1)
JOB PURPOSE
To implement and drive the Digital Banking Customers Service framework and ensure the provision of the best Digital Banking customer experience to all customers using expert knowledge of digital standards and guidelines.
Under the supervision of the Chief Digital Banking Officer, the following are among the Job Key Responsibilities:-
Drive and implement the Digital Banking customer service framework.
Develop & execute strategy for enhancing customer experience, engagement and advocacy.
Own the Customer experience matrix of managing customer engagement, loyalty and grievance redressal machinery.
Design and execute strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost.
Design and execute the grievance redressal machinery for the Bank, including systems, policies and processes.
Develop and coach the Customer Experience team so as to build a strong customer-centric culture in the organization.
Develop and manage relationships with key internal and external stakeholders including Retail Banking, Corporate and Commercial Banking, Treasury, Branches, IT and Operations.
Develop technological/ digital interfaces for enhancement of customer experience in collaboration with Digital/ IT department.
Continually assess risks in the business, taking account of changes in the market and economic conditions, legal and regulatory requirements, operating procedures and impact of new technology.
Develop business analytics and framework for governance and business reviews, making proposals for enhancing customer experience.
Be the primary point of escalation in respect to handling customer complaints.
Build a culture of continuous improvement in customer experience.
Seeks opportunities to integrate, simplify and streamline activity through involvement of teams in the geographic and functional matrix.
Works in a facilitative manner to build capability in progressing objectives, but does not lose sight of the profitability and productivity outcomes.
Acts in a manner that promotes the organization’s values in a transparent manner and delivers in an aligned manner.
Establish and ensure smooth operation of the collaboration ground rules; protocol for formal governance meetings and procedures for decision making, project team meetings and data exchanges.
Monitoring customer experience and satisfaction level and managing customer service levels through adoption of technology and introduction of multiple service channels.
Providing customer feedback to sales, product and technology teams.
INTERNAL/EXTERNAL CONTACT
External: Clients/Customers.
Internal: All Divisions.
QUALIFICATIONS AND EXPERIENCE
Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
Degree in a relevant field or professional qualification from a recognized university.
Strong knowledge of industry practices and performance measurements.
Sound knowledge of industry trends, associated solutions of products, solution or service offerings as well as competitor's offerings and structure.
Digital Analytics experience is an added advantage.
Working knowledge of web analytics tools (Google Analytics, Web Trends).
Understand the Digital Bank channels.
Good knowledge of general banking practices and procedures.
Good understanding of the principles and practices of business economics and the current business economic environment.
Good knowledge of financial investment options and electronic banking options.
Expert knowledge of managing customer experience and managing grievance redressal systems in leading banks/ financial services or Telecom companies.
Strong understanding of global & domestic trends in customer experience, engagement & loyalty.
Proven ability to work collaboratively and ability to build strategic relationships across the organization to achieve business goals.
Prior experience in setting up of processes and systems in various Customer Interface channels, including Digital.
Understands the industry and market segment in which key alliance/partners are situated, and integrates this knowledge into turning up profitable partnerships.
JOB CORE COMPETENCIES
Excellent verbal and written communication skills.
Presentation skills.
Persuasive skills.
Analytical skills.
Innovative.
Forward planning.
Ability to lead, direct, manage and supervise.
Results orientated.
Strong numerical skills and financial acumen.
Good prioritization skills.
Delegation skills.
Leadership and negotiation skills.
Client engagement skills.
APPLICATION PROCEDURE
All applications must have an application/cover letter and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to vacancies@zanaco.co.zm no later than Friday, 4th August, 2017.
Kindly note that you MUST attach copies of qualifications along with the application/cover letter and curriculum vitae.
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).