Head of Operations
National Savings and Credit Bank - Lusaka, Lusaka
NATIONAL SAVINGS AND CREDIT BANK
1. Purpose of the Job
To effectively manage the Banks service escalations, end to end payment operations (EFT, Card and Cash) and client support services.
2. Key Responsibilities
a) Develop, implement and manage operational systems, processes and policies which are consistent with the innovative nature of banking services.
b) Ensure there is a culture of continuous improvement of the service delivery function.
c) Work with stakeholders to design and implement the metrics to measure and review the quality, effectiveness and efficiency of service delivery.
d) Use the bank’s products and service to contribute towards a dynamic knowledge (content) repository to facilitate seamless and easy customer service.
e) Collaborate in the development of an escalation matrix facilitated by a workflow system to effectively resolve queries and complaints.
f) Collaboration with the stakeholders to identify, prioritize and implement department wide continuous service and process improvement projects, focusing on opportunities to automate processes in the department.
g) Analyze and interpret trends and volumes to ensure optimized capacity for effective and dynamic service delivery.
h) Provide regular management reports as and when requested on the various areas in the department.
i) Relentlessly build a culture of superior customer service experience.
j) Use data and analytics to build and provide personalized and customized service solutions for customers.
k) Use data and analytics to identify and escalate systems issues affecting customer experiences.
l) Manage relevant third-party service providers and ensure that agreed service levels are consistently met.
3. Qualifications and Experience
a) Full grade 12 certificate
b) Bachelor of Science degree in Computer Science or related field. A MBA qualification will be an added advantage.
c) Ten (10) years’ proven working knowledge of world class client service, operations and credit in financial services of which 5 years should be in leadership roles.
d) Extensive knowledge in management practices, skills and concepts, administration, project control and budgeting.