Vacancy title:
Manager Customer Care and Events Management

Jobs at:
BNR

Deadline of this Job:
3rd August 2018, before 17:00 pm

Duty Station:
Kigali, Rwanda

JOB DETAILS:
Job Summary
Manager Customer Care and Events Management exists to support a positive corporate image by managing customer care and events at the Bank. The role holder is also responsible for building the capacity of staff to embrace customer care practices and coordinating public events in the context of events management and Corporate Social Responsibility.
Key duties and responsibilities

• Develop, monitor and supervise the implementation of the customer care and public relations policy, procedures and standards and advise on any review required;
• Oversee the organisation of public events on key issues relating to BNR’s activities;
• Maintain and enhance the corporate image of the Bank;
• Establish and update the Bank Corporate Social Responsibility policy;
• Develop the Bank’s events plan and Budget;
• Liaise with technical departments to plan and coordinate internal functions and events;
• Liaise with Event Management Committee and ensure decisions are implemented;
• Coordinate Corporate Social Responsibility (CSR) programs at the Bank;
• Research on updates on customer care development;
• Attend to customer complaints and feedback;
• Ensure availability of customer information at the Bank in all forms;
• Ensure the production of BNR promotional materials used in BNR events;
• Ensure implementation of protocol and reception standards and guidelines;
• Coordinate protocol and logistical support of high profile guests, BNR’s important visitors and BNR staff;
• Monitoring customer care at bank frontline offices;
• Ensure training is provided to staff to embrace customer care best practices;
• Draft the division annual budget, business plan and prepare the risk matrix;
• Further develop the Division’s human resources by enhancing professional development, performance evaluation and on job training.
• Plan and oversee the organisation and management of projects of the PR & Customer Care Division;
  Requirements
• At least Master’s degree in Public Relations, Public Administration, Business Administration or a related field;
• At least five (5) years’ experience including 2 years in Managerial capacity
  Skills and competencies required
  The job holder should have:
• Personal drive and effectiveness;
• Ability to deliver through people;
• Ability to generate breakthrough solutions;
• Ability to constantly deliver quality and value;
• Strong customer focus;
• Strong strategic orientation;
• Effective communication skills;
• Strong work process orientation;
• Change management and implementation skills; and
• Ability to utilize capacity and resources in an effective manner
  Maximum Age: 40 years

Job application procedure
Candidates interested in the above vacant positions are required to complete the online application form available on BNR website; www.bnr.rw/careers. The completed BNR Job Application form together with copies of the required degrees, certificates and national identity card should be submitted to: customercaremgr@bnr.rw for candidates interested in the position of Manager, Customer Care and Events Management.
Deadline for Application 3rd August 2018, before 17:00 pm