Head Clients Services
Head Clients Services
Posted on :
06-11-2024
Employer Active
1 Vacancy
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Job Description
- Provide strategic guidance and leadership support to the Client Service Team focused on providing excellent customer service.
- Policy formulation and execution monitoring.
- Strategy and Plans formulation & execution.
- Provide overall management and leadership of the
- Review and approve staffing schedules to ensure staffing meets the demand.
- Overseeing the conduct and analysis of NPS to measure service impact and design an improvement program to foster customer experience.
- Design and supervise the implementation of customer experience initiative to reposition FCMB Pensions as a customer centric business.
- Create and implement reliable customer loyalty programmes.
- Create monitor and report the performance metrics for the Customer Service area.
- Identify and implement process improvements across the Customer Service department as well as other departments when necessary.
- Makes Customer Service policy recommendations that align with the strategic direction of the company and/or provide better service to our customers.
- Ensure the Customer Service team is adhering to company policies and guidelines.
- Creates a unified Customer Service team through effective communication team building motivation and recognition.
- Lead Customer Service improvement projects through effective project management and leadership.
- Prepare a yearly budget for the Customer Service Department.
- Implementation and monitoring of regulatory provisions.
- Ensure zero tolerance to sanctions.
- Implementation of all strategic documents (Company & Departmental).
Requirements
- Bachelor s degree in Economics Finance Business Administration or Social Sciences.
- Minimum of 10 years working experience out of which at least 8 years in the Financial Services Industry and at least 4 years in Top Management.
- Should possess marketing presentation and negotiation skills.
- Should possess knowledge of geographical spread.
- Additional qualifications (MSc MBA PHD etc) and other relevant Professional certifications will be an added advantage
- Expert knowledge of the Pension Reform Act.
- Knowledge of Federal and State Laws and Regulations as well as Accreditation Standards.
Benefits
- Competitive Salary and Benefits
Employment Type
Full Time
Key Skills
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