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.
Responsibilities
- 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
- 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
- Local Regulators on statutory matters, customers
- All Divisions
Qualifications
- Five Credits Grade 12 Certificate including Mathematics and English
- University Degree in Business, Marketing or any relevant field
- An MBA is an added advantage
- Five 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 requiremen
- Excellent customer relationship development or 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 or Influencing
- Team building or conflict management
- Organization & coordination
- General managerial or administration
- Initiative
- Analytical skills and Problem solving
- Self-Management or Organizational skills
- Interpersonal Skills
How to apply
All applications must have an application or cover letter and detailed curriculum
vitae indicating the position being applied for in the subject line and should
be sent by email to:
The Chief Human Resource & Training Officer,
Human Resources And Training Division,
Zamabia National Commercial Bank Plc,
Head Office,
PO Box 33611,
Lusaka.