Deadline of this Job: 22 December 2022
JOB DETAILS:Job Function
Maintain ownership of a portfolio of Imperial Managed Solutions EA clients retention, growth and development within that portfolio.
Key performance areas
• Collate and analyze operational data and generate client dashboard reports.
• Analyze client data based on operations for internal and external.
• Business review meetings pre-scheduled for the year.
• Manage and optimize interactions with Internal and External customers to ensure centricity.
• Ensure contractual obligations are adhered to by both client and business.
• Participate in the implementation of departmental and site EMS objectives.
• To ensure smooth take-on of clients projects.
Qualifications required
• A Bachelors in Sales and Marketing or any Business related course.
• Project Management qualifications and skills an added advantage.
Skills and experience required
• Minimum 3 years of experience within logistics services industry in a mangement role.
• Have a proven sales and marketing experience.
• Excellent communication & presentation skills.
• Be able to communicate with Customers and Clients at senior levels.
• Self-starter who is able to develop relationships.
• Strong analytical skills.
• Ability to solve problems by engaging key stakeholders.
• Be accountable to internal and external stakeholders.
• Must be proficient in Microsoft Office including Excel, Word and Power point programs.
Other requirements
• Ability to work under pressure.
• Positive, confident, self-motivated, Solutions-oriented and able to work as a member of a team.
Behavioral Competencies
• Presenting and communicating information
• Writing and reporting
• Applying expertise and technology
• Analysing
• Learning & researching
• Delivering results and meeting customer expectations
• Following instructions and procedures
• Coping with pressures and setbacks
Deadline of this Job: 20 December 2022
JOB DETAILS:Job Purpose:
• Capture all queries (including verbal, written, telephone, e-mail etc) on the bank’s query logging system.
• When directly receiving customer enquiries, attempt to resolve the enquiry at the first instance by using the bank’s systems. Only escalate to the Client Service Manager when all other efforts have been exhausted to resolve the customer’s request.
• Explain to customers on the process flows for all their requests, including timelines and requirements expected from the Bank and Client.
• Explain the banks procedures, security requirements (such as the requirement to provide sufficient identifying information when carrying out a transaction) as well as services to customers.
• Resolve queries - escalate where unable, to resolve to the Client Service Manager.
• Inform customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.
• Ensure that all geographically assigned clients are maintained, managed and all their banking needs resolved.
Job Responsibilities/ Accountabilities:
• Answering and managing incoming calls.
• Handle and resolve Oracle Service cloud emails and Queries
• To receive, acknowledge and speedily resolve customer service requests as per set Service Level Agreements.
• To cross sell and market, the Bank’s products and services to ensure increased international banking & remittance customer base and increased value per customer.
• Reporting and giving feedback to branch management on levels of customer satisfaction and recurrent issues.
• Escalating issues raised via phone to the relevant teams and support the entire branch network on international banking and remittance related queries.
• Partner support through calls and emails.
• Research required information using available resources
• Capture new customer infromation in to the system as well as updating existing customer information.
• Document all information according to standard opertaing procedures.
• To ensure that high standards of Customer Service are maintained through out service levels.
• 100% compliance to the Bank’s policies and procedures.
Qualifications
Essential Knowledge
• Should have clear verbal and written communication skills.
• Should present great professionalism and organizational skills.
• Should be proficient in data entry and basic computer skills.
Key Critical Competencies
• Business awareness
• Strong analytical skills and problem solving skills
• Excellent planning skills
• High personal standards and goal oriented
• Excellent interpersonal skills
• Excellent and effective communications skills, both orally and in writing
• Strong coaching skills
• Strong sense of responsibility and urgency.
• Attention to details and ability to identify fraudulent activities.
• Show world class client service skills on phone, email and verbally.
• Ability to work well with minimum supervision.
Requirements:
• University degree in relevant field or equivalent with a minimum of 2 years’ experience in Customer Service functions.
• IT literacy.
• Able to operate in a performance driven organization.
• Knowledge of Bank’s customer segments, product types, service channels and tariffs.
• Should be of sound knowledge of global business environment, regulations and operations is desirable
Deadline of this Job: 16 December 2022
JOB DETAILS:JOB SUMMARY
Our client a leading microfinance institution is looking to hire a customer service manager to join their team. The role holder will be responsible for driving customer service excellence and the overall maintenance of service standards by offering expertise and supporting, while maintaining and strengthening new and existing client relationships by providing excellent customer Service.
Key Duties & Responsibilities:
• Drive a customer centric culture by continuously engaging with the various teams and empower them to deliver top of class experiences to the customers.
• Position customer experience as a key lever to drive customer retention while embedding customer centricity.
• Constantly innovate to drive leading customer experiences to ensure that the Bank becomes a reputed leader in creating the best & most consistent customer experiences.
• Guide and support business process re-engineering and alignment to Customer Experience initiatives.
• Develop customer journey mapping capability and manage required improvements identified through customer journey maps to implementation.
• Own performance measurement and tracking of adherence to the defined customer service experience Service Level Agreements.
• Leverage on data analytics to understand customer behaviour while driving customer experience improvement initiatives.
• Support in service delivery automation and digitization to drive customer convenience through system implementation that include CRM, amongst others.
• Continuously reducing pain areas for the customers, through working closely with other functions including IT, Finance, Marketing to ensure delivery of the brand promise.
• Build capabilities in team to continuously improve at every touch point of customer to build trust, engage & enhance the experience of the customer.
• Identify mission critical customer experience management focus for the bank’s delivery channels, benchmark best service practices to support business performance and enhance customer satisfaction.
• Ensure compliance with the Bank’s policies, procedures and customer experience standards, ensuring necessary controls are in place and required audits and verification carried out.
• Ensuring Full compliance to customer related regulatory requirements including Customer Protection, Treating Customers Fairly, Data Protection and Anti Money Laundering laws.
• Maintain effective training programs within the bank to ensure customer experience within the bank is maintained at a high level standard.
Key Competencies and Attributes
• High level of integrity.
• Customer Journey Mapping and Process Re-engineering experience.
• Proven experience in team management, supervision or leadership within a customer facing environment, including performance management, people development, coaching or mentoring experience.
• Ability to develop productive working relationships and achieve results with deadlines.
• Have excellent communication as well as interpersonal and public relations and interpersonal skills.
• Possess Strong analytical, interpretative, report writing and presentation skills.
• Sound IT proficiency and demonstrable exposure to a computerized working environment
• Ability to work within tight deadlines and pressure without compromising accuracy.
• Management & leadership of processes for continuous improvement of customer experience.
• Have strong people leadership skills, exemplary customer service experience, & great at identifying operational improvements.
• Track record of using data to inform business decisions
Qualifications
• Bachelor’s degree in a relevant field.
• Experience in customer service in the financial services industry is a plus.
• Professional marketing/ Business Development qualifications.
• Have strong customer service orientation/experience.
• A minimum of 6 years’ relevant work experience 3 of which must have been in management in service industry.
• Strong credit analysis, documentation and relationship management skills
• Experience in structured trade finance, syndication and project financing will be an added
• advantage
• Ability to assess customer needs and recommend products that suits their needs
• Good people management skills
• Good written and spoken language skills
• Possess in-depth understanding and knowledge of Corporate Banking Products and services and extensive banking industry knowledge.
• Proven sales experience in a client relationship role within corporate banking
• Ability to work within deadlines with proven time management skills
• A good understanding of risk, credit policies and procedures