- Full Time
- Lusaka
About us, purpose, experience and qualifications
about us
There is no about us detail available.
purpose
To understand the customer needs and expectations and to develop and implement strategies that create customer loyalty, thereby increasing share of wallet and customer satisfaction
experience and qualifications
- Minimum Qualification – 4 Years Relevant Degree
- Preferred Qualification – MBA, CCXP
- Experience – At least 5 years financial services experience, with at least 2 in a customer experience role, at least 2 years experience in strategy development
Additional information and responsibilities
additional requirements
In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.
responsibilities
- Continuously review and evolve the processes to ensure they meet client needs, oversee and organize every interaction a client has with RMB, and liaise with the relevant business owners to champion change and lead the prioritized service delivery improvements
- Actively coach team through providing advice about subject matter, solutions, principles and processes, and personal progression with the aim to improve performance
- Develop, encourage and nurture collaborative relationships across area of specialisation
- Manage team performance in achievement of business objectives
- Compile reports that track progress and guide business to make informed decisions
- Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards
- Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards
- Establish mutually beneficial relationships with stakeholders, that support thought leadership, innovative and integrated practice solutions
- Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience
- Manage the client experience and expectations throughout the client life cycle and oversees all client communications including mandate development, development of terms and conditions and all client communications
To apply for this job please visit www.firstrandjobs.mobi.
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