CAREER OPPORTUNITIES AT EQUITY BANK.

Equity Bank is one of the region’s leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive nancial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, DRC and South Sudan, Equity Bank is home to more than 20 million customers – the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role outlined below.

SERVICE CENTER EXPERIENCE MANAGER

Key Responsibilities and Accountability

• To directly manage the daily running of the contact center including sourcing equipment, effective resource planning and applying contact center strategies and operations.
• To undertake need assessments, performance reviews and cost benet analyses of the contact center.
• To set / meet performance targets to ensure speedy, ecient, and quality service delivery at the contact center level.
• To advise customers on services and products available for them based on their needs.

• To ensure appropriate documentation and escalation of customer complaints received through the contact center into the CRM system and resolution of these complaints according to the TAT stated in the customer services policy.
• To ensure all relevant communication and data is updated and documented concerning customers who reach out to the contact center.
• To liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues communicated by customers in a timely manner.
• To monitor calls to improve quality, minimize errors and track operative performance.
• To coordinate and manage contact center agents recruitment, trainings, appraisals and terminations in collaboration with the human resources department.
• To organize shift patterns and the number of contact center agents needed to meet the demand of the contact center.
• To manage change in the contact center environment and raise the level of performance in accordance to the organization’s business goals.
• To work collectively with the customer experience department and other departments to ensure customer journey design is the optimal customer experience while balancing business and commercial needs.
• To prepare reports on statistics, rates and performance levels of the contact center as well as forecast and analyze data against the resources available on a weekly and monthly basis.
• Any other assignments as delegated by the management team.

Qualification, Experience, Skills and Key Attributes

• Graduate degree and or Associated of the Chartered Institute of Bankers (ACIB).
• 7 years working in contact center with at least 3 years of managing call center.
• Knowledge of current trends & practices in business and management.
• Profficiency in MS Oce tools and Customer Experience tools (Call system, CRM)
• Track record of good performance in areas of responsibility.

• In depth knowledge of Bank’s strategy, business model, products, technology and processes, operating structure and business interfaces & interdependences.
• A good understanding of the bank’s policies and procedures.
• A comprehensive knowledge of competitor and market activity in the country.
• Good awareness of the banking and risk environment.
• General awareness of economic, social and cultural factors.
• Ability to take an enterprise and thought leadership approach.
• Business acumen, marketing & business development.
• Sound strategic thinking skills – ability to recognize and implement business strategies to drive protability, growth, customer acquisition, customer experience and sales productivity.
• Excellent relationship building and networking skills (both internal & external).
• Conflict resolution, strong negotiation, and persuasion.
• Communication for effective presentations, facilitation and report writing purposes.
• Interpersonal sensitivity to interact with others in a sensitive and eective way.
• Building capability – facilitate an environment where staff can learn, develop and share knowledge.

If you meet the above requirements, submit your application quoting the job opportunity you are applying for as subject of your email through the email address below by 19th June 2025. Please include detailed Curriculum Vitae, copies of the relevant certicates, testimonials, and daytime telephone contact and email address. Only short-listed candidates will be contacted.

Email to: jobsrwanda@equitybank.co.rw

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights, values and what they bring to the workplace.