Duties and Responsibilities

•	Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
•	Achieve the set customer satisfaction score CSAT, Customer Effort Score CES, Customer Engagement Score and Net Promoter score NPS.
•	Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise Branch Manager on improvements.
•	Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
•	Minimize customer attrition by offering the required solutions to the customer and proactively responding to queries and complaints.
•	Achieve the required minimum client visits and customer engagement forums per year.
•	Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis
•	Support branch operations as assigned by the Branch Manager to manage leave and other emergency situations.
•	Support the Branch Manager if called upon to be a Branch custodian and therefore adhere to the Branch opening procedure, branch cash procedure and other policies and procedures in the branch.
•	Set performance objectives and measures of success for in liaison with the Branch Manager and providing regular feedback from staff appraisal processes.
•	Responsible for identifying personal career path in the bank.
•	Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
•	Preparing an annual Personal Development Plan PDP and ensuring its actualization.
•	Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
•	Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
•	Adhere to the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

Key Requirements Skills, experience and qualification

•	Sound knowledge of Retail Banking/SME products, services and processes together with exposure in retail banking branch operations or customer service delivery.
•	Profound understanding of retail market, key competitors and offerings as well as our competitive edges to win quality customers.
•	Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers.
•	Strong leadership, marketing, sales and management skills.
•	Highly effective communicator with excellent interpersonal and motivational skills.
•	Solid performance management and motivational skills.
•	Excellent relationship building and stakeholder management skills.
•	Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills..

HOW TO APPLY.

• 1. If you meet the above qualifications, skills and experience send CV urgently to jobs@baselinkedhrgroup.co.ke quoting the job title as the subject line on your email
• 2. Interviews will be conducted on a rolling basis until the position is filled.
• 3. Only the shortlisted candidates will be contacted.