Customer Experience Manager - NDB Hiring | Gaborone

1. Customer Service Management

• Oversee the delivery of high-quality customer service within the branch.
• Develop and implement customer service strategies that enhance customer satisfaction and loyalty.
• Handle complex customer inquiries and complaints, ensuring timely and effective resolution.

2. Sales Management:

• Drive branch sales performance by setting and monitoring sales targets for products and services.
• Lead the sales team, providing coaching, support, and motivation to achieve sales objectives.
• Develop and execute sales strategies, including cross-selling and up-selling financial products.

3. Team Leadership and Development:

• Manage and develop a team of customer service representatives and sales staff.
• Conduct regular performance reviews, providing feedback and development opportunities.
• Ensure staff are trained on customer service best practices, sales techniques, and product knowledge.

4. Branch Operations

• Ensure branch operations are efficient, compliant with regulatory requirements, and aligned with institutional policies.
• Monitor branch performance, including customer service metrics, sales targets, and operational efficiency.
• Implement process improvements to enhance branch performance and customer experience.

5. Customer Experience Enhancement

• Identify opportunities to improve the customer experience, both in-person and through digital channels.
• Lead initiatives to gather customer feedback, analyze trends, and implement changes to enhance service delivery.
• Collaborate with other departments to ensure a seamless and consistent customer experience across all touchpoints.

6. Stakeholder Engagement:

• Build and maintain relationships with key stakeholders, including customers, community leaders, and internal teams.
• Represent the branch in community events and networking opportunities to promote the institution's brand and services.

7. Reporting and Compliance

• Prepare and present reports on branch performance, including customer service metrics, sales results, and compliance with policies.
• Ensure that all branch activities comply with regulatory requirements and internal guidelines.

QUALIFICATIONS & EXPERIENCE

• A Bachelor’s degree in business administration, finance, marketing, or a related field.
• 7 years of experience in customer service, sales, or branch management within a financial institution.
• Proven track record in managing a team, driving sales performance, and delivering high levels of customer service.
• Experience in developing and implementing customer service and sales strategies in a branch setting.
• Strong background in financial products, sales techniques, and customer relationship management.