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Financial 30%

• Manage the Front Office, Switchboard and Social Media units to ensure operational targets are achieved and aligned with the bank’s strategic objectives.
• Work with the Customer Experience Head to implement strategies that support the bank’s growth, customer acquisition and retention goals.
• Drive achievement of targets on new account openings and average funding balances through proactive customer engagement and product promotion.
• Lead the team in supporting Customer Experience (CE) goals including retention, acquisition and growth through campaigns and product promotion.
• Manage operational costs within the approved budget while maintaining service efficiency and quality delivery.
• Ensure revenue collection for services offered as per the tariff guide and maintain proper reconciliation processes.
• Maintain strong controls to ensure zero operational losses and prevent revenue leakages in Contact Centre transactions.

Internal Controls, Processes & Procedures 20%

• Ensure all Service Level Agreements (SLAs) and service targets are achieved across Contact Centre channels.
• Maintain high customer satisfaction through continuous monitoring of service quality and feedback.
• Coordinate with internal departments to resolve escalated issues within the defined turnaround time.
• Ensure satisfactory internal and external audit ratings through compliance with policies and regulatory requirements.
• Prepare MIS reports highlighting service trends, root causes and improvement recommendations.
• Manage Business Continuity Planning (BCP) and Risk Control Self-Assessment (RCSA) processes.
• Ensure efficient 24-hour management of communication channels including phone, email and social media.
• Support regulatory compliance and fraud prevention controls.

Customer Experience 50%

• Monitor social media platforms and communication channels to ensure timely responses while protecting the bank’s reputation.
• Monitor service interruptions and communicate updates to customers when required.
• Oversee customer complaints management ensuring prompt resolution and escalation of complex issues.
• Ensure service levels delivered by agents meet defined standards and turnaround times.
• Promote a strong service culture that supports continuous improvement and customer satisfaction.
• Handle complex customer complaints and coordinate with internal stakeholders for timely resolution.
• Monitor call quality and service interactions to improve accuracy and enhance performance.

Learning and Growth 10%

• Provide leadership through coaching and development of Team Leaders and Agents to enhance service delivery and engagement.
• Support training initiatives to maintain competence and improve team capability.
• Promote adherence to NCBA Bank Values and professional conduct.
• Ensure completion of required learning hours through internal training and e-learning programs.
• Manage staff performance, disciplinary matters and grievances in line with HR policies