MANAGER, SERVICE CENTER

Job Purpose
To lead and oversee Service Center operations, ensuring exceptional customer experience, efficient service
delivery, and timely resolution of customer inquiries and complaints. The role is responsible for driving
operational efficiency, service quality, team performance, and continuous improvement while ensuring
compliance with the Bank’s policies, procedures, and regulatory requirements.
Key Responsibilities and Accountabilities
1. To directly manage the daily running of the contact center, including sourcing equipment, effective
resource planning, and applying contact center strategies and operations.
2. To undertake needs assessments, performance reviews, and cost-benefit analyses of the contact
center.
3. To set/meet performance targets to ensure speedy, efficient, and quality service delivery at the
contact center level.
4. To advise customers on services and products available for them based on their needs.
5. To ensure appropriate documentation and escalation of customer complaints received through the
contact center into the CRM system and resolution of these complaints according to the TAT stated
in the customer services policy.
6. To ensure all relevant communication and data is updated and documented concerning customers
who reach out to the contact center.
7. To liaise with supervisors, team leaders, operatives and third parties to gather information and
resolve issues communicated by customers promptly.
8. To monitor calls to improve quality, minimize errors, and track operative performance.
9. To coordinate and manage contact center agents' recruitment, training, appraisals, and terminations
in collaboration with the human resources department.
10. To organize shift patterns and the number of contact center agents needed to meet the demand of
the contact center.
11. To manage change in the contact center environment and raise the level of performance in
accordance to the organization’s business goals.
12. To work collectively with the customer experience department and other departments to ensure
customer journey design is the optimal customer experience while balancing business and
commercial needs.
13. To prepare reports on statistics, rates and performance levels of the contact center as well as forecast
and analyze data against the resources available on a weekly and monthly basis.
14. Any other assignments as delegated by the management team.
Essential Knowledge
• In-depth knowledge of the Bank’s strategy, business model, products, technology and processes,
operating structure and business interfaces & interdependencies.
• A good understanding of the bank’s policies and procedures.
• A comprehensive knowledge of competitor and market activity in the country.
• Good awareness of the banking and risk environment.
• General awareness of economic, social and cultural factors.
Key Critical Competencies
• Ability to take an enterprise and thought leadership approach.
• Business acumen, marketing & business development.
• Sound strategic thinking skills – ability to recognize and implement business strategies to drive
profitability, growth, customer acquisition, customer experience and sales productivity.
• Excellent relationship-building and networking skills (both internal & external).
• Conflict resolution, strong negotiation, and persuasion.
• Communication for effective presentations, facilitation, and report writing purposes.
• Interpersonal sensitivity to interact with others sensitively and effectively. Respects and works well
with others.
• Building capability – facilitate an environment where staff can learn, develop, and share knowledge.

Job Purpose
To lead and oversee Service Center operations, ensuring exceptional customer experience, efficient service
delivery, and timely resolution of customer inquiries and complaints. The role is responsible for driving
operational efficiency, service quality, team performance, and continuous improvement while ensuring
compliance with the Bank’s policies, procedures, and regulatory requirements.
Key Responsibilities and Accountabilities
1. To directly manage the daily running of the contact center, including sourcing equipment, effective
resource planning, and applying contact center strategies and operations.
2. To undertake needs assessments, performance reviews, and cost-benefit analyses of the contact
center.
3. To set/meet performance targets to ensure speedy, efficient, and quality service delivery at the
contact center level.
4. To advise customers on services and products available for them based on their needs.
5. To ensure appropriate documentation and escalation of customer complaints received through the
contact center into the CRM system and resolution of these complaints according to the TAT stated
in the customer services policy.
6. To ensure all relevant communication and data is updated and documented concerning customers
who reach out to the contact center.
7. To liaise with supervisors, team leaders, operatives and third parties to gather information and
resolve issues communicated by customers promptly.
8. To monitor calls to improve quality, minimize errors, and track operative performance.
9. To coordinate and manage contact center agents' recruitment, training, appraisals, and terminations
in collaboration with the human resources department.
10. To organize shift patterns and the number of contact center agents needed to meet the demand of
the contact center.
11. To manage change in the contact center environment and raise the level of performance in
accordance to the organization’s business goals.
12. To work collectively with the customer experience department and other departments to ensure
customer journey design is the optimal customer experience while balancing business and
commercial needs.
13. To prepare reports on statistics, rates and performance levels of the contact center as well as forecast
and analyze data against the resources available on a weekly and monthly basis.
14. Any other assignments as delegated by the management team.
Essential Knowledge
• In-depth knowledge of the Bank’s strategy, business model, products, technology and processes,
operating structure and business interfaces & interdependencies.
• A good understanding of the bank’s policies and procedures.
• A comprehensive knowledge of competitor and market activity in the country.
• Good awareness of the banking and risk environment.
• General awareness of economic, social and cultural factors.
Key Critical Competencies
• Ability to take an enterprise and thought leadership approach.
• Business acumen, marketing & business development.
• Sound strategic thinking skills – ability to recognize and implement business strategies to drive
profitability, growth, customer acquisition, customer experience and sales productivity.
• Excellent relationship-building and networking skills (both internal & external).
• Conflict resolution, strong negotiation, and persuasion.
• Communication for effective presentations, facilitation, and report writing purposes.
• Interpersonal sensitivity to interact with others sensitively and effectively. Respects and works well
with others.
• Building capability – facilitate an environment where staff can learn, develop, and share knowledge.

Qualification, Experience, Skills, and Attributes
• Graduate degree and/or ACIB
• 5 years working in a contact center, with at least 2 years of managing a call center.
• Knowledge of current trends & practices in business and management.
• Proficiency in MS Office tools and Customer Experience tools (Call system, CRM)
• Track record of good performance in your areas of responsibility.

Qualification, Experience, Skills, and Attributes
• Graduate degree and/or ACIB
• 5 years working in a contact center, with at least 2 years of managing a call center.
• Knowledge of current trends & practices in business and management.
• Proficiency in MS Office tools and Customer Experience tools (Call system, CRM)
• Track record of good performance in your areas of responsibility.