Ecobank Rwanda Limited,Customer service Team Leader Jobs in Rwanda

Ecobank
Rwanda Limited.
 
 P.O.
BOX: 3268 Kigali – Rwanda
Website: 
Internal
& External recruitment Advert
Opening
date:  10th June 2016
Closing
date   : 17th June 2016
Ecobank
Rwanda is a full service bank

providing a broad range of products and Services
to Consumer, Commercial and Corporates business segments within its 19
branches.

The
bank’s vision is to build a world-class bank and contribute to the economic
development and financial integration of Rwanda and the region by providing
customers with convenient and reliable financial products and services. The
bank is an affiliate of the Pan-Africa Leader Ecobank Group which is present 36
Countries in Africa.
In
order to respond to our growing market with the required human capital, we are
currently looking for experienced professionals in the Following area;
Customer
service Team Leader – Main branch
Specific
responsibilities will include:
Manage
daily service  operations at Main branch to deliver customer service
support to the business through maintenance of quality standards, resolution of
all customer related issues in order to deliver customer service excellence for
business impact.
The
incumbent will manage a team of customer service officers’ representatives to
deliver first class, professional customer care and high quality front line
service to customers
To
ensure the overall supervision of the Corporate Bank business within ERW, by
leading the sales/revenue momentum and relationship management as well as the
respective Sales teams, through creation of streamlined processes, ensuring and
improving the quality and efficiency of sales/services.
To
implement within ERW the Corporate Bank overall strategy addressed to Global,
Regional, Public Corporates Clients as well as Financial
Institutions/International Customers.
Key
Responsibilities
.
Business
and Financial Performance
  • Management
    of 5 basic services including Account opening, Tellers transactions,
    cheque books, cards and e-channels transfers TAT and SLAs on loans
    requests.
  • Drive
    for 50% usage on alternate channels
  • Run
    monthly campaigns for Main branch dormant and pre-dormant accounts.
  • Ensure
    customers have a 2:1 product ratio
  • Dispatch
    Junior Savers loyalty calls and mobilize deposits through cross selling.
Customer
Excellence
  • Monitor
    quality of customer interactions and TAT on email channels
  • Conduct
    surveys on periodic intervals to monitor customer service indices.
  • Ensure
    that the team follows established procedures for each service request,
    including logging, processing of customer enquiries/complaints, adhering
    to agreed Key Performance Indicators, and ensuring compliance of Service
    Level Agreements and quality standards to maximize customer satisfaction
    at Main branch.
  • Ensure
    statistical information is produced, collated and analysed on a daily
    basis to assist in evaluating the efficiency of the team and to inform
    resource allocation and service improvements.
People
Management
  • Hold
    weekly team meetings to discuss business changes, direction and gather
    customer feedback on Ecobank products and services, and follow up with
    suggestions for improvement.
  • Review
    Main branch CSOs  performance regularly to identify areas of
    strengths and developmental areas with the aim of growing the staff
  • Have
    quality review sessions monthly to calibrate the quality of customer
    interactions handled and Service Requests logged on CRM.
Process,
Controls and Operational Performance
  • Ensure
    adherence to customer authentification process by Main branch CSOs 
    before giving service
  • Supervise
    PIN dispatch from receipt from group to upload on the PIN site
  • Promote
    a conducive work environment and professional staff appearance.
  • Generate
    and send Monthly report to Main branch BM and Client Engagement Head.
Strategic
Initiatives
  • Train
    Main branch team on the Siebel CRM and drive usage.
  • Push
    for Main branch reduction of dormancy rate to 5% through dormancy
    campaigns and follow up for reactivation.
  • Support
    and cross sale of alternate channels mainly mobile banking , Internet
    banking and ATM cards.
Qualification
requirements & experience:
  • Bachelor’s
    degree in operations research, management or related field required.
  • 3-5
    years work experience in service delivery orperformance improvement
    function; experiencein Managing front line help deskis a plus
  • Knowledge
    of quality improvement principles and plans, as well as an understanding
    and appreciation of the dynamics of organizational change.
  • Excellent
    implementation and problem solving skills.
  • Proven
    track record for resolving customer complaints, analyzing and improving
    processes
  • Ability
    to communicate and work at all levels of the organization.
Please
note that due to expected high volume of applications we cannot respond to all
applications and will only be contacting shortlisted applicants.
______________________
Ends_____________________________
ECOBANK
RWANDA MANAGEMENT. 

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