Manager Customer Experience (Burundi) at CRDB Bank

The role is responsible for taking a strategic approach that focuses on managing customer information to drive sales into the business and increase customer retention. It aims at gaining insights from the customer’s unique perspective in order to augment customer experience and cultivate customer loyalty.

• Ensure customers are migrated to alternative banking channels to increase usage, adoption and digital onboarding.
• Build a strong customer relationship management strategy to ensure customer satisfaction.
• Ensure branch staff maintain good relationship with customers.
• Ensure pro-active service to customers and full implementation of customer service standards as per the CRDB Service Commitment.
• Monitor and evaluate how customer queries and complaints are being handled and manage complex and escalated customer service issues to improve customer satisfaction.
• Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants.
• Processing customer complaints, comments and feedback while working to resolve any issue.
• Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service.
• Manage filing system and making sure loans files, collateral documents and signed agreements are kept in strong room and dually controlled.
• Work independently and takes ownership of issues, including accurate and proper records management and tactful resolutions of queries and escalations from both internal and external customers.
• Record and file customer correspondence to improve customer experience.
• Respond to customer service issues in a timely manner.
• Ensure clear and logical queue management and optimize number of tellers in the cubicles at any point of time during the day including active follow up on teller efficiency.
• Ensure that branch premises are properly maintained and aligned to the Bank’s marketing guidelines.
• Lead, supervise and manage day-to-day branch service with focus on consistent delivery of excellent customer experience.
• Monitor, coach, guide Team Leaders and branch staff on the quality of service offered to customers and ensure consistence service is offered to customers.
• Report any suspicious transactions as per the procedure and whistle blow any suspicious activity as per the whistle blowing policy.
• Manage all resources at the banking hall in support of the Branch Manager to ensure adequate resource or capacity.
• Ensure the necessary resources for branch front office staff are in good working condition to offer quick and quality service to customers as per SLAs.
• Ensure there is fairness, no jumping of queues but with consideration of special needs customers.
• Manage front office staff to always be presentable wearing CRDB uniforms and name tag clearly visible as per HR policy and procedures.
• Ensure marketing materials including brochures are available and well displayed.
• Re-enforce effective customer service procedures, policies and standards.
• Provide service support to Team Leaders and branch staff including guiding them on the Bank’s policies and procedures on operational matters.
• Ensure staff are comfortable to follow and adhere the processes.
• Ensure full compliance to the laid down procedures and processes.
• Proactively gather customers’ feedback for process streamlining to improve operational efficiency and provide better customer service.
• Ensure turnaround time is observed on all services as per agreed SLAs.
• Ensure customers are well engaged and educated with the bank processes.
• Develop strategic interactive sessions with customers to ensure they are always up to date with new products, services and rates offered by the bank.
• Ensure processes are focusing on the customer end to end.
• Record and share progress report on leads obtained or closed with branch staff during morning sessions.
• Ensure all credit security documents at the branch are well maintained and kept in safe custody. Same should be received from RO, RM or MBD after being properly executed and perfected.
• Manage and develop people to build strong customer relationship for retention and satisfaction.
• Coach branch staff in interviewing customers and cross selling bank’s products and services.
• Work together with other branch staff as one team to deliver the exceptional performance of the whole branch.
• Appraise the performance of Team Leaders and Sale and Service or Support Officer.
• Evaluate service offered at particular branch with competitors to note the area for improvement.
• Monitor, coach and guide Team Leaders and Service or Support Officer on the quality of service offered to customers to ensure consistence service is offered.
• Keep ahead of developments in customer service by reading relevant journals, participating in meetings and attending courses.
• Stay informed on the latest service techniques and methods.
• Advise the Branch Manager on services, sales, productivity and operational issues.
• Perform any other duties as may be assigned from time to time.

CLICK HERE TO APPLY