Descriptions

Bachelor’s degree in Business Administration, Banking, or a related field.
Minimum of 4 years’ experience in customer service or customer experience, preferably in the banking sector.
Proven track record in leading transformation initiatives and improving customer satisfaction metrics (NPS, CSAT).
Strong understanding of banking products, consumer protection guidelines, and regulatory requirements.
Experience in digital banking, contact center operations, and service process improvement.
Proficiency in analyzing customer feedback and service metrics to drive improvement.

Key Responsibilities

The successful candidate will be responsible for leading and overseeing the transformation of customer experience across all branches, channels, and digital platforms, ensuring consistent, high-quality, and accessible service that builds customer loyalty and improves satisfaction metrics.

Specific responsibilities include:

• Supporting the maintenance and refinement of the potential clients list in relevant sectors in liaison with stakeholders.
• Managing a centralized Contact Center with IVR and toll-free services.
• Enforcing service breach policies to ensure accountability.
• Promoting digital adoption and enhancing self-service accessibility.
• Developing and maintaining a robust complaints management and resolution system.
• Mentoring front-office and Customer Service Officers (CSOs) to align with service metrics.
  Rolling out customer experience (CX) training programs to close service gaps.
  Standardizing communication and customer journey mapping for consistency.
  Enhancing in-branch customer experiences through personalized service delivery.
  Deploying NPS and eNPS tools to capture and act on feedback.
  Collaborating with Branch Managers and Branch Accountants to maintain uniform service standards.
  Reducing customer dormancy and championing retention initiatives.
  Overseeing the effective operation of all customer service channels.
  Implementing standardized service procedures and communication protocols.

Application Process

If you believe you are the right candidate for this position, kindly submit your application with the following:

• A detailed CV.
• Photocopies of academic certificates.
• Names of three referees with their contact details.

Please quote the reference number DCB/RB/AMCS-08/2025 in the subject line of your email. Applications must be submitted through: [email protected] no later than August 29, 2025. Hard copy applications will not be accepted.