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Financial 20%

• Cost savings from reduced risk exposure associated with service delivery failures
• Growth in customer life time value through superior service delivery
• Manage process improvement budgets utilization and vendor/partner relationships at the business level to ensure best business results and customer experience is achieved
• Manage inherent Risk in systems and process improvement initiatives to mitigate or minimize them and reduce the bank’s exposure.
• Work within set customer experience budgets to organise customer engagements and retention activities across the bank
• Ensure customer service and remedial strategies are carried out within NCBAU standards and procedures

Customer Engament 40%

• Manage key micro marketing activities, including, implementation guidelines for in branch customer events and customer contact management.
• Ensure that NCBAU is a market leader in terms of clear communication to customers and compliance with any consumer protection legislation.
• Develop customer incentive and retention programs to ensure customer loyalty by aiming to be the best in customer service, winning customers through quality, friendliness and efficiency in service delivery
• Develop strategies to increase the quality and efficiency of support to customers in line with in the Banks’ service standards.
• Monitoring CRM to carryout weekly root cause analysis, ensuring case resolutions, tools management and assist Relationship managers to manager their client engagement activities in their portfolios
• Ensure timely customer communications are sent out for all activities within the bank.
• Ensuring that all communications sent out by contact centre are well drafted and reviewed as per the communication procedure.
• Develop and implement plans for customer education on products and services

Internal business processes 30%

• Lead the bank’s customer experience strategy, ensuring compliance with regulatory requirements and driving timely resolution of customer feedback.
• Champion service excellence by implementing improvement initiatives, performance tools, and a strong service culture across all touchpoints.
• Drive business process improvement through data‑driven insights, SLA management, and customer journey optimization.
• Strengthen internal and external partnerships to enhance CRM usage, customer loyalty, and overall service quality.
• Conduct market research and competitor analysis to inform CX enhancements and support customer‑centric communication and engagement.

Learning and growth 10%

• Identify and manage staff training needs for processes, procedures and systems and make decisions on required staff training to be conducted to embed adherence and utilization
• Liaise with Human resources department to implement coaching and training solutions designed to intervene and improve customer service delivery with all stakeholders
• Manage personal learning and development against personal development plan.