Principle Accountabilities
Client Fulfilment
Drive Experience at the stakeholder touch points and standardize Customer experience at frontline (Service Centre and digital platforms) touch points

Develop and maintain strong relationships with key clients, acting as the main point of contact for strategic discussions and escalations.
Lead the development and implementation of client service strategies, ensuring exceptional service delivery and client satisfaction.
Collaborate with client-facing teams to understand client needs, resolve issues, and identify opportunities for upselling or cross-selling.
Implement client service metrics and feedback mechanisms to measure and improve client satisfaction levels.
Stay updated on industry best practices in client service management and incorporate them into our processes.
Provide strategic advice, counsel and recommendations on customer engagement and experience matters to influence organizational strategy, decisions and initiatives
Positive growth on NPS (Net Promoter Scores) CSAT (Customer Satisfaction), focused on improving the client service scores quarterly.
Oversee the end-to-end service recovery process for all dissatisfied clients and its management. Plan and provide leadership to the implementation of integrated client engagement and communication initiatives to improve and enhance the perceptions.
Set the Contact Centre engagements and Scope design and management from a performance and operational point.
Champion the Voice of the Client (VOCV) Initiative- Project manage proactive initiatives aimed at sharing client feedback with a result into addressing client pain points.
Set up the client journey maps and focus on improvement of current client handling processes to drive CSAT.
Establish effective networks to enable performance benchmarking, monitor industry trends, and collaborate on common responses to emerging and future issues
Ensure regulatory compliance with all activities within the service center.
Cross-Department Collaboration: Work closely with other departments (e.g., sales, marketing, project management & development) to ensure a cohesive approach to client engagement.

Issue Resolution

Proactive Problem Solving: Identify potential issues before they escalate, implementing proactive measures to mitigate risks.
Effective Resolution: Address and resolve client issues and complaints promptly, ensuring client satisfaction and retention.
Escalation Management: Handle complex or critical issues, escalating to senior management when necessary to ensure swift resolution.

Reporting and Documentation

Comprehensive Reporting: Prepare detailed reports on client service performance, highlighting key metrics, trends, and areas for improvement.
Documentation Standards: Maintain accurate and up-to-date documentation of all client interactions, service activities, and resolutions.
Stakeholder Communication: Present findings and recommendations to senior management and other stakeholders in a clear and concise manner.

People management and Development

Build and lead a high-performing team, fostering a culture of collaboration, accountability, and continuous learning.
Provide guidance, mentorship, and professional development opportunities to team members.
Set clear performance expectations and provide regular feedback and performance evaluations.
Promote a positive and inclusive work environment that encourages teamwork and innovation.
Provide support in developing a training approach to support desired skills acquisition, demonstration of required competencies and provision of excellent client service through achievement of positive client and employee satisfaction ratings.
Supports the execution of change management efforts as they apply to Experience and client processes, tools, and workflows.
Lead, Guide and Support. Set performance expectations and manage performance and development

Key Competencies and Skills
Technical Competencies

Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
Client-centric mindset with a deep understanding of client service principles and best practices.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Process Improvement: Ability to identify and implement process improvements to enhance service delivery and operational efficiency.

Leadership Competencies

Result orientation.
Strategic orientation.
Business acumen.
Solution oriented.
Process discipline and orientation.
Change leadership.
Strong communication and team management skills.
Strong inter-personal skills and self-drive.
Strategic Agility.

Minimum Qualifications, Knowledge and Experience
Academic and Professional Qualifications.

Bachelor’s Degree in Business Administration, Management, Finance or any other related field.
Post-Graduate Degree preferably MBA is an added advantage

Experience

Proven experience in a strategic leadership role, ideally as a Senior Manager of Strategy, Operations, or Client Service.
10+ years of experience in strategy, operations or and client service management in a commercial bank, Consultancy or private equity firm.
Demonstrated track record of developing and executing successful business strategies and driving operational improvements.
Leadership experience of not less than 5 years.