RELATIONSHIP MANAGER CORPORATE CUSTOMER SERVICE


Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Corporate Banking Department at Head Office:-

RELATIONSHIP MANAGER CORPORATE CUSTOMER SERVICE (X1)

JOB PURPOSE

Responsible for customer service quality and efficiency through day to day service operations of the unit concentrating on delivery of high quality after sales customer service support.

Under the supervision of the Senior Relationship Manager Corporate Customer Service, the following are among the job’s key responsibilities:-

Prepare for and analyze monthly NPS results, Customer Satisfaction Survey, and Mystery Shopping and provide action initiatives to resolve identified pain areas.
Conduct root cause analysis, identify systems, processes and service gaps which create barriers to serving customers
Maintain regular contact with customers and conduct needs analysis to identify customer service needs effectively and ensure customer satisfaction through proactive management of the customers
Review and ensure that agreed service level agreements are adhered to
Query management and resolution within given turnaround times and escalate those that go beyond expected TATs
Devise and ensure an effective query tracking grid for all departmental functions by ensuring that all queries are captured on the log sheet for monitoring purposes and future reference
Escalate to Head sensitive queries and customer complaints where customers insist on speaking to Higher Authority
Conduct Branch Assessments in key corporate, agriculture and commercial branches to determine whether work standards and quality work output are achieved and maintained


Monitor performance of all service delivery channels identifying operational risks and recommend solutions to resolve failures identified
Perform a proactive liaison role between customers and back office service fulfillment and meet with various internal stakeholders to discuss possible improvements
Facilitate training on Customer Service Experience and other Products in order to enforce customer service policies and procedures and ensure that training addresses service areas affecting corporate, agriculture and commercial customers
On board new Customers to maximize on liability base and escalate to Relationship Managers
Identify sales leads, cross-sell opportunities and escalate to Relationship Managers
Conducting semiannual competitor analysis to understand how peers deliver service with a view to exceeding industry expectations
Effective supervision of support staff in the unit.
INTERNAL/EXTERNAL CONTACT

External: Local Regulators on statutory matters, customers
Internal: All Divisions


QUALIFICATIONS AND EXPERIENCE

Minimum 5 Credits Grade 12 Certificate including Mathematics and English
University Degree in Business, Marketing or any relevant field
An MBA is an added advantage
At least five (5) years of experience in a related field is required for this position
Good knowledge of banking policies and procedures, customer base, market segments, products and services and knowledge of BFSA, Credit policy, Government policies, etc. is cardinal for the job requirement
JOB CORE COMPETENCIES

Excellent customer relationship development/management
Good negotiation, problem-solving and conflict resolution
Good verbal & written communication
Creative and innovative
Presentation skills
Ability to manage multiple tasks
Telephone Etiquette
Superior product knowledge
Database management
Supervisory skills
Supervisory / Influencing
Team building / conflict management
Organization & coordination
General managerial / administration
Initiative
Analytical skills/ Problem solving
Self-Management / Organizational skills
Interpersonal Skills

APPLICATTION PROCEDURE

All applications must have an application/cover letter and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to vacancies@zanaco.co.zm no later than Monday, 5th December 2016.

Kindly note that you do not need to send us copies of your qualification certificates at this point.

ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.

THE CHIEF HUMAN RESOURCE & TRAINING OFFICER
HUMAN RESOURCES AND TRAINING DIVISION
ZAMABIA NATIONAL COMMERCIAL BANK PLC
HEAD OFFICE
P.O.BOX 33611
LUSAKA
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