Possess minimum 10 years of progressive experience in branch banking operations. Please refer to the job advert for further information.
Senior Deputy Manager - Customer Experience
The job holder is responsible for driving an effective Voice of the Customer (VOC) strategy by establishing the Customer Feedback Centre, implementing the Service Leader, and developing a Service Quality platform to enhance service standards across the Bank.
THE JOB
- Monitor key metrics related to critical customer experience processes, including customer attrition-to-active ratios across key business segments
- Lead customer journey mapping and define Service Level Agreements (SLAs) across all critical customer touch points
- Drive service standards and KPIs across the branches and departments to achieve service and operational excellence
- Conduct periodic meetings with departments, Regional Operations Managers, and Branch Managers / Assistant Managers to enhance customer service standards across the Bank
- Carry out branch and department visits to assess compliance with SOPs and service standards
- Assist branches and departments to resolve customer concerns and requests within agreed service levels
- Drive Service Leap strategy in the Bank by guiding stakeholder to assist develop new product, review processes and to address skill gaps at key customer touch points
- To lead customer satisfaction surveys (Internal and External) covering key customer touch points/processes to obtain feedback as source learning and to continuously improve customer service standards in the Bank
- Ensure that CX team adhere to organizational audit requirements and achieve minimum satisfactory grades at all times
- Planning and organizing learning and development programs for Service Leaders and front-line staff (Customer Service/Product related) with the support of HR
- Conduct periodic complaint analysis, address recurring customer concerns, and provide ongoing guidance and feedback to customer touch points on grievance handling procedures to enhance service standards and customer experience
- Lead the customer Feedback Centre, OMNI and Service Quality teams to timely resolution of customer concerns and achievement of customer satisfaction targets across all channels
- Ensure that all staff attached to branches and supporting units are aware and adhering to FCPR guidelines.
- To manage complaints received from regulator/FO/FCRD within the set SLAs including case analysis, coordinating with units, assisting branches and departments. To draft responses and ensuring such cases are fully resolved in a timely manner
THE PERSON
- Possess Bachelor's degree from a recognized university and a full or part professional banking qualification
- Possess minimum 10 years of progressive experience in branch banking operations
- Demonstrate a sound understanding of branch banking operations, retail asset and liability products and related business processes
- Excellent communication, networking, and interpersonal skills
- Strong problem-solving and analytical abilities
- Ability to work effectively under pressure and meet deadlines
- Innovative mindset with the ability to drive change and continuous improvement
The position is at Senior Deputy Manager Level.
Deadline - 03rd August 2026
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