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Head, Client Experience

4 months ago

Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

Customer care jobs in Kenya.

Job Description

To lead bank-wide Client Experience (CX) strategy and scorecard formulation and enable the execution of a consistent pro-active approach to client experience for Personal & Private Banking (PPB) , other Business units. To set and embed the Client Experience minimum standards and frameworks whilst supporting the transition to a platform business. To identify sustainable resolution to client and staff friction points to shift overall client experience through actionable insights and analysis.

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Qualifications

  • Business Commerce

    Experience Required
    • Client Coverage

    • Personal and Private Banking

    • 8-10 years

    • Experience in managing complex service environments. Significant experience in all facets of the banking service environment and associated products, processes and systems. Experience and knowledge of dealing with client relevant legislation and how it is implemented in a banking environment

    • Additional Information

    • Behavioral Competencies:

    • Articulating Information

    • Developing Strategies

    • Directing People

    • Inviting Feedback

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