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Senior Corporate Services Manager at

1 month ago

Nairobi, Nairobi Area, Kenya KCB Bank Kenya Full time

Kenya Commercial Bank Limited is registered as a non-operating holding company which started operations as a licensed banking institution with effect from January 1, 2016.

The holding company oversees KCB Kenya - incorporated with effect from January 1, and all KCB's regional units in Uganda, Tanzania, Rwanda, Burundi, Ethiopia and South Sudan

Main Duties & Responsibilities:

  • Implement the Corporate customer, Journey.

Provide quality and excellent corporate customer service within set TAT and in line with the set SLA an ensure 100% due diligence to mitigate frauds, forgeries, and operational losses.

Identify and develop customer service strategic opportunities for corporate business.

Closely monitor any service lapses/ disruptions and promptly engage the relevant support unit, customers, or CRM to fast track and to ensure resolution within TAT.

Liaise and work closely with Relationship managers and Business Heads on customer service improvement efforts.
Champion delivery of consistent, seamless, and trusted customer experience within corporate to ensure customer retention and loyalty.
Ensure compliance to the Bank's policies, procedures as per the SOPOs and regulatory requirements.

Continuously monitor and suggest improvements on existing SLA's and suggest remedial actions on lapses, ensure response to customer complaints is within agreed TAT.

Fastrack and ensure closure of customer service gaps identified in Audit reports.

Market for new business lines & / or increase wallet share and refer the same to CRM for relationship management, Cross selling of corporate and all bank services and products as per agreed in the annual target.

Coordinate and implement recognition programs and service awareness campaigns / training to promote corporate service excellence in branches and within corporate business.

Lead, Develop and Direct the Corporate Service Team to deliver the department's financial and non-financial performance targets.
Responsible for the recruitment, development and retention of relevant skills and resources to meet the business needs.

Responsible for performance management of the team – Monitor and manage the performance and development of staff within Business Enablement Unit.

This includes regular one-on-one feedback sessions, coaching, conducting mid-year and final performance appraisals, as well as moderation.

Evaluate and manage direct subordinates' performance in a fair and consistent manner to achieve high standards of competence, motivation, and service orientation.

Create an environment in which learning, and development are valued and pursued.
Co-create a harmonious working environment with the team to enhance staff engagement.
Ensure that disciplinary action and grievances are addressed and aligned to the KCB Group policies and procedures.

Academic & Professional Qualification:

  • Essential
Bachelor's Degree – Business related or any other field.

Desirable

Master's degree in a relevant field from a recognized institution is an added advantage.
Postgraduate and or Banking qualifications will be an added advantage.
Professional qualifications in Banking Operations will be an added advantage.

Work Experience & Skills:

  • Essential
Minimum six (6) years' Banking experience in the Financial / Banking sector, three (3) of which should be in Customer Service or Operations
Attention to detail and excellent research, analytical, and problem-solving skills.
Integrity & courage to challenge actions within various business units and status quo.
Strong Leadership Skills.
Strong persuasion, management, and communication skills.
Strong Organizational Skills.
Excellent stakeholder management Skills
Create approach, with the ability to anticipate challenges and develop innovative solutions.

Desirable

Prior experience of dealing with customers.
High degree of interpersonal skills when dealing with a range of people and situations.
Excellent in Microsoft Excel Skills.
Negotiation and Influencing skills.
Planning and personal organizational skills.
Emotional Intelligence Skills.

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