Client Service Manager

HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Diaspora Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.

To ensure excellent service standards and maintain high customer satisfaction in the Diaspora Banking segment, through quick resolution/escalation of customer queries in order to ensure customer retention and loyalty. To provide support to diaspora relationship managers and GM Diaspora.

Deadline:

Category: Diaspora Banking

Subsidiary: HFC

Principle Accountabilities

Customer Experience

• Manage all escalations related to diaspora support.
• Identify customer needs not met by existing products and the implementation of new products and services.
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
• Manage the diaspora customer email -
• Ensure customers are well supported on e-channels uptake to promote utilization.
• Ensure first contact resolution for all queries directed to you.
• Achieve departmental NPS score of 60.
• Collate customer feedback through interviews and online surveys to ensure that we meet customer expectations.
• Follow-up on diaspora SLAs and TAT
• Notify client about deposit renewals

Financial Performance

• Educate clients on the features and benefits of all products
• Cross sell products to clients based on the needs.
• Support the diaspora Relationship Managers with account opening, loan processing, customer transactions and handling customer queries

Operational Effectiveness and Support

• Assist in management of NPL for diaspora segment in collaboration with RMS.
• Assist plan for diaspora engagements including webinars, activations, trips and events.
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations
• Achieving a 'Good' audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.

People, Learning and Growth

• Proactively manage own learning and development.
• Deliver performance objectives set. Institute immediate corrective action where performance is below par.
• Championing team training on matters related to homeward proposition.

Key Competencies and Skills

Technical Competencies

• Knowledge of Banking and Business Operations:
• Compliance and Regulatory Framework:
• Conceptual and Analytical Skills:
• Product Knowledge
• Business Acumen
• Financial Acumen
• Customer Engagement (internal & external)
• Digital
• Leadership
• Commercial Banking
• Industry Knowledge
• Credit Analysis

Behavioural Competencies

• Communication and
• Interpersonal Skills:
• Emotional
• Intelligence
• Results and Achievement Oriented:
• Personal Ethics
• Negotiation Skills
• Networking Skills
• Sales Capability

Academic
Minimum Qualifications, Knowledge and Experience

• Bachelor's degree from a recognized accredited university.
• Certificate of Proficiency in Insurance (COP) will be an added advantage.
• Being a CISI fellow is an added advantage.

Professional

• 3-4 years' working experience in a Customer Management role.
• In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices.
• Appreciation of Diaspora Banking as a proposition.
• Interaction/Understanding of CRM tools.