Job Summary
Responsible for leading a team of customer support representatives to deliver exceptional service, resolve complex inquiries, and build long-term client loyalty. The role oversees daily department operations, establishes performance metrics, implements quality assurance standards, and serves as a vital liaison between customers and executive leadership.
Key Responsibilities
Lead, mentor, and manage the customer service team to ensure high standards of service delivery and operational efficiency.
Oversee daily branch customer service operations, streamline workflows, and resolve complex or escalated customer issues.
Establish and monitor key performance indicators (KPIs) and quality standards for customer satisfaction and service resolution.
Act as a primary liaison between the customer base, branch management, and executive leadership to channel feedback and improve service offerings.
Implement training programs, monitor staff performance, and ensure strict adherence to banking policies, compliance standards, and customer relationship protocols.
Educational Qualification & Experience Requirements
Education
BA Degree in Accounting, Accounting & Finance, Banking & Finance, Business Management, Economics, Management, or a related field.
Experience
Minimum of 7 years of overall experience in the banking industry, including at least 1 year in a leadership capacity such as Assistant Branch Manager, Customer Service Manager (CSM), Relationship Manager (RM), or an equivalent position.
Required Skills & Competencies
Strong leadership, conflict resolution, and strategic communication capabilities.
Required Skill Tags:
Customer Relationship Management (CRM), team leadership, performance monitoring, issue resolution, and operational management.
Desired Skill Tags:
Banking procedures, client retention strategies, staff training, and service quality control.
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