Barclays, a leading multinational bank and
an employer of choice, invites applications from suitably qualified,
experienced and self motivated professionals with excellent credentials
to fill the following position:
Head of Customer Service
Ref. no. 00083044
Reporting to the Chief
Operating Officer, the role holder is responsible for the design and
implementation of in country Customer Service Strategy which comprises
of: Customer Retention, Customer Service Implementation and
Communications Plan, Service Measurements Strategies, Customer Service
Training, as well as embedding a Customer Centric Culture.
The role holder is
expected to establish clear Customer Service Metrics across the business
in order to provide the correct Management Information that will enable
the business to effectively identify and lead root cause resolution and
ensure uniformity in the set of matrices.
The role holder shall
perform regular customer service audits to ensure compliance and
progress of the customer service strategy implementation.
He or she is expected to
support and share best practice to facilitate root cause analysis in
country and inception of preventative change initiatives within Kenya
and across Barclays Africa aimed at addressing systematic and recurring
complaints.
He or she is expected to
establish partnerships with the Country Management Committee, all the
business functions, both in country and in Barclays Africa and key
stakeholders in the industry to gain an in-depth understanding and
knowledge of the customer base, growth and retention strategies to
ensure strategic alignment and the establishment of remedial action when
required to align with the customer offering for the entire business.
For more details on the
role profiles, the required competencies for each role and the
application procedure, kindly visit our career section through the link
provided below:
Candidates who meet the
prescribed criteria are encouraged to submit their detailed applications
including their updated CV to the above link or Email:
bbk.human-resources@barclays.com before 30th November 2012.
Kindly note, only short listed candidates shall be contacted.
Source: Daily Prothom Alo, Date of Publication: November 16, 2012