Culminate Consulting is recruiting for its client a leading Financial Institution in the position of a Customer Service Manager

Job Summary
Reporting to Chief Operating Officer (COO) / Area Operations Manager - To deliver efficient and effective customer service through the use of approved policy and procedure, agreed service and product SLA as well as strict adherence to defined regulatory framework, ensuring profitable business with minimum risk at the Branches

Key Responsibilities

  • Lead the Bank’s Customer Service Officers by building, empowering and providing them with required customer service skills to sustain the current and future Bank growth (Identify and address staff training and coaching needs)
  • Ensure full understanding of all Bank products features and benefits and ensure product knowledge by all Branch Operations staff.
  • Clearly defining the Bank’s customer service standards and SLA with Customers and achieving all agreed SLA deliverables to our Clients
  • Develop and implement customer service policies and procedures.
  • Develop and implement client education strategy to promote product sales and marketing
  • Train Customer Service Officers on proper customer account opening documentation and filing
  • Standardize customer complaints and inquiries enquiries handling process.
  • Ensure optimal banking hall quality through keeping it organised, clean and optimal display of marketing materials and signage, correct information on foreign exchange signboard.


Qualification and experience
· A minimum of HND or BSC in Business, Banking, Finance, Accounting, Economics, and/or related fields with numerate coursework.
· Minimum of 4yrs experience as a customer service manager in a financial institution.
· 2 years in supervisory position
· In-depth knowledge of customer service principles and practices
· Proficiency in CRM systems
· Master degree will be added advantage.
· Communication and Presentation
· Business Awareness / Achieving business performance
· Coaching Skills
· Performance Management
· Complaint management
· Planning and Organisational skills
· IT Appreciation & Application
· Problem analysis and problem-solving

Method of Application
Send CV to [email protected] stating job applied for as the subject on/before the Sunday the 23rd February 2014