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Service Centre Manager at KCB Bank
Job Purpose:
The role holder is responsible for overall leadership of the service center to achieve customer service excellence whilst ensuring implementation of an effective risk management framework through efficient utilization of resources.
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Key Responsibilities:
- Customer Service Management: Drive a customer-centric culture, ensuring high service standards and prompt resolution of customer issues.
- Operational Leadership: Oversee day-to-day service center operations, ensuring smooth workflows and optimal resource utilization.
- Risk Management & Compliance: Implement and maintain an effective risk management framework, ensuring adherence to regulatory and internal compliance requirements.
- Performance & Efficiency: Monitor key performance indicators (KPIs) and implement strategies to enhance efficiency, productivity, and service delivery.
- Team Leadership & Development: Provide guidance, coaching, and motivation to staff, fostering a high-performance work environment.
- Resource Optimization: Ensure efficient allocation and utilization of resources to enhance service delivery while controlling operational costs.
Daily Responsibilities:
- Drive the day’s business through facilitation of staff briefs (Morning Briefs, SSP meetings).
- Review reports (Force pay, Suspense accounts, Trial Balance, Accounts opened and closed).
- Customer service and attending to customer issues.
- Review and resolve customer complaints.
- Staff administration.
How to Apply:
To submit your application, please follow the link provided below.
Service Center Teller at KCB Bank
Job Purpose:
To perform the operational functions related to the cash area including cash/non-cash transactions and provides a superior service level to all customers.
Key Responsibilities:
- Process all the counter transactions accurately in accordance with the set objectives.
- Introduce alternative channels to customers to reduce traffic in branches according to bank SOP’s.
- Cross-sell products based on customer potential and needs without affecting their primary work and service standards contributing in the achievement of the branches KPIs.
- Adhere to the bank standards related to the average waiting & serving time in addition to the productivity reports.
- Handle customer requests efficiently and raise any problems to the Head Teller/SQC Manager in order to meet customer satisfaction & to reach customer delight.
- Maintain zero cash shortages and excesses at counter to ensure maximum control on cash balance.
- Follows all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
- Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
Daily Responsibilities:
- Investigate thoroughly any differences in balancing and reconciliation of cash and other security items by following the standard process of checking / scrutiny / investigation as outlined in Branch standard operating procedure manual.
- Maintain accurate checking on all end of day reports and rectifying of highlighted discrepancies to ensure all controls and procedures are adhered to.
- Check counterfeit currencies, checks and identities.
- Be attentive to any possible frauds and risks and provide feedback to direct supervision.
- Adhere to the bank clean desk policy.
- Follows the day-to-day operations related to own jobs in the concerned department to ensure continuity of work.
- Lodge excess cash/currency in the strong room.
- Ensure that cash held in the till at the end of business day tallies with the user’s cash analysis report.
- To ensure that cash held in the till is adequate.
How to Apply:
To submit your application, please follow the link provided below.
Service Center Customer Service Officer at KCB Bank
Job Purpose:
Managing end to end customer experience across the branch. Responsible to implementing and executing all customer service initiatives.
Key Responsibilities:
- Handling all walk-in customer queries i.e. inquires, Request and complaints.
- Account opening.
- Process ATM and cheque book orders.
- ATM card and Cheque book issuing and balancing.
- Mobile banking and Internet banking activation (inputter).
- Support customers in using bank’s products.
- Cross sale Bank’s products.
- Manage and ensure smooth collection of customer feedback.
- Work closely with Branch Service Focus Team (SFT) in resolving service challenges improving service delivery.
- Participate fully in all customer engagement activities.
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Daily Responsibilities:
- Resolution of customer queries and keeping proper records of all interactions.
- Follow up on the resolutions of issues received and escalated to other units for resolution.
- Account opening.
- Mobile and internet Banking registration.
- Work as Customer service champion within a branch.
How to Apply:
To submit your application, please follow the link provided below.
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