Client Service Manager - Distribution Network

Servicing primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Key Responsibilities:

• Ensure high level of customer service and manage difficult customer situations.
• Ensure resolution of all complaints received for branches through COMMAND.
• Gather/prepare statistics for service quality and productivity indicators.
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections.
• Find ways to improve operational efficiency and control costs to meet cost budgets.
• Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs.
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/feedback ratings taken from customers and ensure continuous improvement if below benchmark; sustain and better quality service.
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints.
• Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking.
• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/overridden by appropriate authorities.
• Responsible for general reconciliation and control activities.
• Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines.
• Sales referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff.
• Contribute to branch performance through referrals, efficient customer service, effective operations controls.
• Be aware of the bank's misselling and sales policies and ensure adherence at all times.
• Ensure full awareness of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and money laundering prevention. Any suspicious transaction must immediately be reported to the supervising officer.
• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance.
• Responsible for health and safety for all.
• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions.
• Co-operate with management to support and promote health and safety in the workplace.
• Ensure that your actions do not put others at risk.
• Work in a healthy and safe manner.
• Encourage others to work in a healthy and safe manner.
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace.

Risk Management:

• Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
• Ensure compliance with the above policies on an ongoing basis and report any suspicious transaction immediately to the supervising officer.
• Ensure full awareness of all policies relating to operational risk, sales processes, misselling, etc. and comply with the same.
• Read, understand and comply with all provisions of the Group Code of Conduct.

Regulatory & Business Conduct:

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Skills and Experience:

• Diligent and punctual.
• Knowledgeable about the role.
• Certified with relevant courses.
• Confident.
• Fluent in language.
• Banking exposure.
• Customer and service oriented.

Qualifications:

• Post Graduate, consistent academic career.
• Extensive sales experience (2 to 5 years).
• Sales focused and highly target oriented.
• Able to pick up new concepts quickly.
• Able and excited about going out to meet new customers.
• Competitive awareness and benchmarking.
• Excellent communication, interpersonal and relationship building skills.
• Banking knowledge.
• Management information skills.
• Good interpersonal skills.