Team Leader, Front Office at NCBA Group

The role holder will manage the assigned contact center team and provide support for the day-to-day operational management of the contact center. The job holder will be responsible for timely follow-up and escalation to ensure that quality customer service is maintained at all times and in compliance with the established service standard

Key Accountabilities (Duties and Responsibilities)

Financial 10%

• Ensure there are nil losses reported due to operational lapses from the front office teams.
• Together with the Inbound Manager and the head of the contact Centre, create ownership of the Contact Centre strategy and targets. Ensure that the contact Centre
• strategies and business goals are aligned to the banks overall growth strategy.
• Identifying and closing any gaps on revenue leakages within the team.
• Manage all costs within budget.

Internal business processes 30 %

• Liaise with other departments for all escalated issues to ensure that issues are sorted out within stipulated turnaround time.
• Represent the unit in projects and review workshops as would be required for service and operational improvement
• Provide MIS reports to management analysing root cause and making recommendation for improvement
• Provide support to the Quality assurance team on Quality interventions.
• Supervision of front line team-Log into the call management systems and tools and monitor contact centre activity
• Day to day management of contact centre shift schedules, sick offs, leaves and swaps.
• Follow up with Technical Teams and the Project office in the event that a system change request is required to resolve customer issues.
• Provide regular coaching to the contact centre staff in order to cover competency gaps.
• Ensure proper controls, processes & procedures are adhered to at all time as per the laid down NCBA bank policies. Business Continuity Plan (BCP) implementation and disaster recovery co-ordination.
• Ensure proper checks at all times before signing any bank instruments & instructions as mandated. All relevant approvals for all transactions are sought at all times as guided by policies.
• Prevention of exposure to and impact of risks associated with front office transactions.
• Ensure Contact Centre support is available 24hrs and Front office staff are ready to serve customers as per the schedules provided.
• Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products. Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is observed at all times.
• Ensure that the Contact Centre achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure you and your team remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation 
• to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”
• Recruitment, Induction and Training of New agents in the contact centre.
• Work towards the transformation of the incident management unit to a fully-fledged one-stop point of contact for handling all modes of customer issues and enquiries with escalation and follow-up as necessary.
• Ensure a high level of customer service is maintained at all times by managing the customer queues.

Customer Experience 50 %

• Identify the main customer issues raised on a daily basis and provide a root cause analysis with proper recommendation on solutions.
• Customer intervention on distress calls- barging in to support the agent or taking over the call for irate customers.
• Manage and approve customer communication via Mgate,Infobip and Adfrika as and when required.
• To monitor service Level provided by the agents in order to ensure standards achieved against the promised delivery levels.
• Ensure that all customers complaints are timely logged in and updated in CRM Learning and growth 10 Effectively utilize the learning and development modules
• and attend to courses relevant to the job holder
• Work with the contact centre team to ensure the achieve of learning and development interventions
• Constantly promote employee engagement to identify development and coaching areas.
• Takes responsibility for continuous self-development and own learning.
• Conduct team evaluations and performance reviews for the team
• Manage staff effectively through reward & recognition of both individual and team performances.

Decision Making Authority

Operational:

• Customer communication management during service outages.
• Exceptional approvals on customer requests.
• Approvals of expenditures directly affecting the cost centre
• Approval of system access permissions

Managerial:

• Team management- preparing shifts and leave allocations.
• Training needs for contact centre agents.
• Recommendations for disciplinary action/ rewards and recognition

Ideal Job Specifications

• University degree - Upper Second or GPA 3.0.
• Professional: Well-developed management and supervisory skills.
• Desired work experience: Five Years’ experience in banking operations; interaction with CRM is an added advantage.

Technical Competencies

• Good understanding of the bank's systems, processes and procedures
• Excellent communication skills (written and spoken)
• Interpersonal skills
• Time management skills
• Team working ability
• Strong customer service ethics

Behavioural Competencies

• Sensitive to customer issues
• Clarity of thought and has good judgement
• Self-motivated/driven individual
• Passionate about delivering world class customer service
• Willing to work under highly demanding and challenging conditions
• Willing to go beyond the call of duty in ensuring exceptional service provision and delight customers
• Must be honest, fair, just but firm with self, and of high integrity

Closing on: Apr 3, 2022