CBA Bank Business Support Manager

Business Support Manager Job at CBA Bank

DEPARTMENT: CUSTOMER EXPERIENCE
REPORTS TO: HEAD OF CUSTOMER EXPERIENCE

The purpose of the role is to implement and manage the operational business process management framework across various functions including enforcing compliance with policies, processes, procedures and controls and coordination ensuring quality of performance on Service Level Agreements with a view to enhancing customer experience.

To manage and review procedures, processes and user experience in line with customer expectations, bank standards and industry benchmarks aimed at enhancing customer experience at all touch points and channels. To manage projects that involve the customer experience function.

Responsibilities for the Business Support Manager Job

• Develop, implement and maintain customer centric business processes and ensure that they are operationalized in all customer facing business systems (20%)
• Continuously review business processes and user experience in line with changing customer expectations (30%)
• Drive the measurement and implementation of SLA adherence and review (10%)
• Drive CRM management and upgrade and review of functionality to ensure utilization of functionality and fit for purpose for sales, marketing, retention and service management (10%)
• Ensure systems in use to serve customers are customer centric and enable provision of a superior customer service (20%)
• Project management (20%)

Qualifications for the Business Support Manager Job

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Quality orientation to effectively define and review activities/tasks in a manner that consistently produces processes and procedures that support high quality of service.
• Knowledge of relevant products and service
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Excellent written and verbal communication skills (articulate) coupled with good listening, and critical reasoning skills.
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
• Project management skills.
• Excellent interpersonal skills.
• Good decision making skills
• Practical experience in use of relevant MS Office applications.
• A superior understanding of the use of CRM, Call Centre and Banking systems
• University Degree – Upper 2nd Class or equivalent.
• 5 years working experience in Sales/Customer service environment, of which 2 years should be in Project management role
• Knowledge / Certification in ISO 9000:2008 will be an added advantage
• Practical experience in the use of CRM and Contact Centre management systems
• Practical experience with banking applications software and advanced user skills for relevant
• MS Office applications and data analysis tools like ACL or equivalent.

How To Apply

Click here to apply