Customer Service Manager

The Customer Service Manager’s primary responsibility is to develop and implement service strategies to meet customers' needs and deliver strong overall experience. This involves channel design and management;  employee management, training, and engagement; designing and implementing process improvements to enhance customer experience; analyzing customer feedback and monitoring service metrics; and working closely alongside the other functions to ensure overall alignment with ruya’s strategy and vision.

• Establishing the customer service function for ruya from systems, process, people, and customer experience perspectives.
• Supporting the bank’s growth and scaling by participating in customer journey and process development, product and feature launches and systems enhancements
• Developing the organizational structure of the customer service function with a focus on team empowerment to efficiently resolve issues end-to-end; as well as a focus on scalability to ensure the function can grow to support ruya’s commercial success
• Manage the performance of the department by setting performance objectives, reviewing employee performance against KPI and metrics
• Maintain a culture of community and integrity as per ruya Guiding Principles, ensure employee concerns are met and E-Sat are achieved by enforcing the right culture of customer centricity and empowerment.
• Ensure high quality resolutions are provided to customers,
• Provide consistent coaching, feedback and support to staff
• Lead on Implementation and improvement of the standard operating procedures
• Update progress on SLA periodically with effective reporting
• Drive end-to-end process improvement initiatives and projects
• Identify potential attrition through early warning signals and adopt retention measures
• Analyse complaint root cause and trends and provide recommendation to reduce complaints.

Work cross functionally to simplify processes