Client Experience Manager job at FNB
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498 Days Ago
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Vacancy title: Client Experience Manager

[ Type: FULL TIME , Industry: Banking , Category: Admin & Office ]

Jobs at:


Deadline of this Job:
11 August 2022  

Duty Station:
Within Zambia , Lusaka , South - Central Africa

Date Posted: Thursday, July 28, 2022 , Base Salary: Not Disclosed

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To understand the customer needs and expectations and to develop and implement strategies that create customer loyalty, thereby increasing share of wallet and customer satisfaction
Experience and qualifications
• Minimum Qualification – 4 Years Relevant Degree
• Preferred Qualification – MBA, CCXP
• Experience – At least 5 years financial services experience, with at least 2 in a customer experience role, at least 2 years experience in strategy development

Additional information and responsibilities
Additional requirements
In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

• Continuously review and evolve the processes to ensure they meet client needs, oversee and organize every interaction a client has with RMB, and liaise with the relevant business owners to champion change and lead the prioritized service delivery improvements
• Actively coach team through providing advice about subject matter, solutions, principles and processes, and personal progression with the aim to improve performance
• Develop, encourage and nurture collaborative relationships across area of specialisation
• Manage team performance in achievement of business objectives
• Compile reports that track progress and guide business to make informed decisions
• Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards
• Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards
• Establish mutually beneficial relationships with stakeholders, that support thought leadership, innovative and integrated practice solutions
• Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience
• Manage the client experience and expectations throughout the client life cycle and oversees all client communications including mandate development, development of terms and conditions and all client communications

Work Hours: 8

Experience in Months: 48

Level of Education:
Bachelor Degree

Job application procedure
Click here to apply

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Job Info
Job Category: Accounting/ Finance jobs in Zambia
Job Type: Full-time
Deadline of this Job: 11 August 2022
Duty Station: Lusaka
Posted: 28-07-2022
No of Jobs: 1
Start Publishing: 28-07-2022
Stop Publishing (Put date of 2030): 28-07-2066
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