Job Title: Service ExcellenceManager

Department/Office: Support Services

Job Purpose

Drive Service Excellence strategy in line with Bank’s strategy, develop retention programs that will enhance customer experience and revenues for the Bank & Ensure efficient and effective customer journeys.

Responsibilities and Accountabilities

1. Service Excellence Strategy

• Define the Bank’s Service Excellence strategy/ charter that aligns to the overall bank strategy
• Cascade and articulate the Bank’s Customer Service strategy/ charter across the Bank
• Implementation of the Bank’s Customer Service strategy across the bank in liaison with Branch Managers, Regional Managers, and other Department Heads
• Being the overall customer service brand ambassador for the Bank

2. Customer Service standards

• Define, build, and ensure implementation of the Bank’s Customer Service Standards that are aligned to the Banks strategic and tactical plans
• Establish and manage key customer experience processes, including but not limited to customer contact, complaint management, referral management and customer retention programs that enhance customer experience and revenues to the bank.

3. Measurement & Tracking

• Institute performance measurement and tracking of adherence to the defined customer service standards/ Service Level Agreements
• Facilitate Customer Surveys, analyze results and implement resultant service improvement actions

4. Customer Complaints Management

• Oversee and ensure that customer complaints are recorded, investigated, followed-up, and resolved within the prescribed service level and regulatory/compliance requirements
• Consolidate customer complaints and feedback to identify key customer pain points and propose resolution
• Spearhead service quality improvement by evaluating and re-designing processes; refining and communicating service metrics; monitoring and analyzing results; and implementing changes as necessary for continuous improvement
• Identify mission critical customer experience management focus for the bank’s delivery channels, benchmark best service practices to support business performance and enhance customer satisfaction.

5. Contact Centre management

• Ensure the contact center delivers exceptional, quality-oriented customer service to help drive customer loyalty and support continued sales.
• Drive a ‘quality first’ ethos with the team and work towards ‘one contact resolution’.
• Define achievable targets and goals for agents and teams to ensure we meet customer and business needs.
• Implement and review policies and operating structure of the call center.
• Set standards and guidelines for interaction with customers.
• Management of the bank’s social media interactions and other customer complaints and feedback
• Cross selling

6. Ensure Bank's processes and procedures are reviewed to ensure excellent customer experience

• Map out various customer journeys for services that the Bank provides and identify loopholes
• Ensure all loopholes are addressed by either recommending a change in procedures or process

7. Compliance

• Ensure compliance with the Bank’s customer service standards, policies & procedures, regulatory standards; ensuring necessary controls are in place and required audits and verifications carried out.
• Formulate and implement policies and procedures that ensure compliance to the key principles of fairness, reliability, transparency, equity and responsiveness in line with the prudential guidelines on consumer protection.

8. People Management

• Provide leadership, development and coaching to the department to ensure better performance and succession planning

Minimum Requirements

• Bachelor’s degree in business administration, Public Relations or any other related field.
• Professional Banking/ Business Development qualifications will have an added advantage.
• Have a minimum of Five (5) years relevant work experience with proven result-oriented track record.

Applications are sent to Jobs@boarwanda.com and The Deadline for application is 14^th February 2025.