ADVERT FOR A POSITION IN BANQUE POPULAIRE DU RWANDA
LTD
LTD
Banque Populaire du Rwanda, the leading retail bank in
Rwanda wishes to recruit a focused, results-oriented and suitably qualified
professional to fill the following position:
Rwanda wishes to recruit a focused, results-oriented and suitably qualified
professional to fill the following position:
Position
: Customer Service Manager
: Customer Service Manager
Reporting to :
Head of Commercial Support
Head of Commercial Support
Duty Station
: Kigali
: Kigali
Date of Issue :
20/11/2014
20/11/2014
Closing date
: 1/12/2014
: 1/12/2014
Key responsibilities
- Drive & deliver a step-change improvement in
external and internal customer service across branch network and
throughout each of BPR’s internal functions through dynamic service
leadership. - ensure that the Customer Call Center provides
excellent customer service to all customer types through its inbound and
outbound servicing and sales activities - Develop service level agreements to ensure the
bank maintains high customer care standards - Facilitate training of staff on Customer care
- Follow up on implementation of customer care
standards throughout the BPR Network - Establish a competitor and best in class customer
service research capability - Take a pioneering approach to developing and
implementing a compelling vision, 3 year strategy and annual plans for
customer service across the business that will excite BPR colleagues and
customers alike and position the bank ahead of competition - Champion and ensure adherence to BPR Service
Standards, service delivery procedures and processes - Implement a Service Quality tracking performance
mechanism through good MI relating to mystery shopping and customer
satisfaction surveys - Lead the BPR Customer Service Forums on a monthly
basis and covering the whole network, providing MI and contribute to root
cause analysis and implementation of remedial service improvement actions
in conjunction with Management.
- Ensure adherence to defined procedures &
standards for all aspects of Complaints resolution - Design, build, test and implement annual
Customer service Improvement Plans and customer initiatives to promote
delivery of world class service by all BPR business units. - Support management in the design, planning, and
launch of all customer service initiatives and projects across BPR - Identify systems & processes which create
barriers to serving customers & improve/eliminate these to create
value for customers. - Motivate & inspire staff to improve service
levels, through implementation of service initiatives & on-going
coaching. - Provide on-going feedback on customer service to
all levels within the business, ensuring an integrated overall business
effort around service initiatives - Provide active and inspiring leadership to the
Customer service team
Qualifications required
- Bachelors degree in Tourism, management,
Economics - 3 years of experience in a busy hospitality
company, bank or in a Fast-Moving Consumer Goods company - A diploma in Customer service training is an
added advantage - Should be fluent in English and Kinyarwanda.
Proficiency in French is an added advantage
Please submit your:
- Application letter
- Curriculum vitae
- Academic transcripts
- Bachelors degree
To: recruitment@bpr.rw
The deadline for receiving applications is 1st
December, 2014
December, 2014
All applications will be treated in confidence. Only
short-listed candidates will be contacted.
short-listed candidates will be contacted.
