Service Manager-WesBank-FNBB

SERVICE MANAGER-WESBANK - FIRST NATIONAL BANK OF BOTSWANA

Reporting to the Director-WesBank, FNB seeks the expertise of an Individual who will pioneer customer service delivery across WesBank brand by radically redefining the service culture and standards. The incumbent will provide service support and leadership to business partners thereby obtaining their commitment to the implementation of service initiatives.

Requirements

Translate strategies into actionable goals and execute initiatives with specific Service measures and systems to track progress through business interaction and consultancy to ensure alignment of business process to strategy for the clients.

Improve Business Decision by providing accurate and reliable service intelligence information together with analysing trends and data.

Be an integral part of the overall service team, helping drive service resolution and monitoring processes and procedures that will assist in delivering innovative additional service improvements to all stakeholders.

Promote the concept of service recovery to facilitate customer retention by defining and broadly managing best service practices to ensure customer satisfaction.

Manage all aspects of measurement for customer service, Compliments and complaints before they get escalated to the next level.

Qualifications & Experience

A general business qualification, preferably with a bias towards customer service or quality management.

Post graduate qualification will be an added advantage;

A minimum of four years’ service industry management experience

Experience in interacting with various stakeholders

Experience in dealing with customer complaints, and conducting root cause analysis.

Knowledge of the budgeting process.

Competence in understanding performance measurement data and basic statistics.

Competencies

Self-driven and results orientated to produce consistent high quality output

Customer Service orientation

Capacity to use appropriate presentation and facilitation techniques

Ability to use verbal and communication skills to influence and negotiate acceptance of proposals to audience

Ability to interpret reports and statistics and put in action plans in place based on findings

Interested applicants are advised to send their Curriculum Vitae with an Application letter to the below email address or hand Deliver to CBD First Place 4th Floor by 16th June 2016.

email: recruitment@fnbbotswana.co.bw