Monday, December 24, 2012

Assistant ICT Quality Assurance Manager Co-operative Bank of Kenya Limited

Job Details

Reporting to the Head - Customer Service, the successful candidate will be responsible for driving the Bank’s Customer Experience strategy.


    Take charge to lead a highly motivated team to provide customers with the best experience possible.
    Ensure quality customer service standards at all touch points within the Bank for both external and internal customers through training and monitoring of compliance to the same across the Bank network.
    Take charge of customer feedback mechanisms in the Bank which includes surveys, mystery shoppers among others and effectively measure service delivery.
    Bench marking on and influencing the practice of emerging customer service trends.
    Take charge of systems and processes geared towards complaints handling within the Bank.
    Monitor and oversee adherence to interlinked business SLAs.
    Ensure quality training on customer service for all staff
    Work with branch managers on management and performance of Customer Service Officers.
    Management of the Customer Service Department’s relationship visits.
    Manager inter / intra departmental communication


    A first degree from a recognized university
    Be good at networking
    Have good interpersonal, communication and PR skills (critical)
    Personal organisation and integrity
    Good judgement
    Good knowledge of banking products, services and banking regulations and statutory requirements
    Attention to details
    PC skills (word processing, spreadsheet and database management)

Interested candidates meeting the above criteria should forward an application enclosing detailed Curriculum Vitae accompanied by copies of certificates and indicating the current remuneration to the address shown below by 31st December 2012.

We are an equal opportunity employer.  

Only the short listed candidates will be contacted.
Please quote this reference on your application and on the envelope: CEM/3/HRD/2012

The Director
Human Resources Division
Co-operative Bank of Kenya Limited
P.O. Box 48231-00100


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