• Team Management: Supervise, coach, and mentor a team of call centre agents to ensure high performance, motivation, and adherence to bank policies. • Customer Service Excellence: Monitor customer interactions to ensure professional, accurate, and timely resolution of inquiries, including account issues, transactions, loans, and product information. • Performance Monitoring: Track key performance indicators (KPIs) such as call resolution rates, average handling time, and customer satisfaction scores; provide feedback and implement improvement plans. • Issue Escalation: Handle complex or escalated customer complaints, ensuring resolution in line with bank policies and regulatory standards. • Training & Development: Conduct training sessions on banking products, customer service techniques, and compliance requirements; onboard new hires. • Operational Efficiency: Optimize workforce scheduling, manage call volume, and ensure adherence to service level agreements (SLAs). • Compliance: Ensure all interactions comply with banking regulations, data protection laws and internal policies. • Reporting: Prepare and analyze performance reports for management, highlighting trends, issues, and recommendations. • Process Improvement: Identify and implement strategies to enhance call centre processes, technology utilization, and customer experience.

• Bachelor’s Degree in Business Administration, Marketing or other relevant field. • At least two years’ experience within front line service delivery in a commercial environment • Strong data analytical skills • Service Management training. • Computer literacy i.e. proficiency in Microsoft applications. • Adept at social media management • Ability to engage widely in a large size firm. • Effective business communication and leadership skills. • Good planning and organization skills to implement plans consistent with customer experience strategy. • Client account management knowledge of complaints handling frameworks, processes and tools.