Head of Customer Service
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Job summary
The Head of Customer Service is a Senior Management role responsible for leading the customer service function and supporting Unit Heads in developing and maintaining strong customer relationships. The role involves overseeing customer service operations, ensuring delivery of high-quality financial products and services, and strengthening the bank’s customer engagement while minimizing operational cost and risk.The role involves overseeing customer service operations, ensuring delivery of high-quality financial products and services, and strengthening the bank’s customer engagement while minimizing operational cost and risk.
Min Qualification:
Bachelors
Experience Level:
Executive level
Experience Length:
10 years
Job descriptions & requirements
Reports To: Managing Director
About the Opportunity
Ezer Consult is recruiting on behalf of a leading commercial bank seeking a dynamic and results-driven professional to join its senior leadership team as Head of Customer Service.
Our client is a reputable financial institution that provides innovative banking solutions and prides itself on delivering exceptional customer experiences. The bank is looking for an experienced service professional who is passionate about building strong customer Service experience relationships and driving service excellence within a forward-thinking, growth-oriented environment.
Job Summary
The Head of Customer Service is a Senior Management role responsible for leading the customer service function and supporting Unit Heads in developing and maintaining strong customer relationships.
The role involves overseeing customer service operations, ensuring delivery of high-quality financial products and services, and strengthening the bank’s customer engagement while minimizing operational cost and risk.
The successful candidate will champion service excellence, manage service delivery standards, and drive strategies that enhance customer satisfaction and loyalty.
Key Responsibilities
1. Review and approve customer account opening documentation to ensure completeness and compliance.
2. Address and resolve customer complaints, inquiries, and correspondence promptly to maintain strong customer relationships.
3. Educate customers on the bank’s products and services to improve awareness and utilization.
4. Receive and process customer requests including cheque books, Visa applications, and related banking services.
5. Process requests related to foreign exchange transactions, standing orders, and e- banking services (e.g., internet banking, GENS, GAPS, and email statements).
6. Provide branches and internal units with accurate customer-related information when required.
7. Monitor the status of customer accounts and follow up on regularization where necessary.
8. Ensure proper documentation and resolve any account documentation lapses.
9. Assist customers with treasury bills, fixed deposit applications, and ensure they are forwarded to the relevant processing units.
10. Develop and nurture strategic relationships with customers to support the bank’s business objectives.
11. Maintain high standards of service delivery and ensure customer issues are resolved efficiently.
12. Support the development of strategies to retain existing customers and expand relationships with new clients.
13. Follow up with internal departments to ensure timely processing of customer requests.
Job Specifications & Competencies
- Strong knowledge of banking operations and customer relationship management.
- Demonstrated leadership experience managing customer service teams.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Ability to present complex information clearly to stakeholders at all levels.
- Excellent report writing and presentation skills.
- Ability to analyze data trends and derive strategic insights.
- Strong focus on quality service delivery and operational efficiency.
- Innovative mindset with the ability to anticipate and address customer needs.
- Strong decision-making capability and strategic thinking skills.
Education & Experience
Education:
- Bachelor’s Degree from a recognized university (relevant field preferred).
Experience:
- Minimum 10 years of relevant professional experience.
- At least 5 years in a middle-level management role in Customer Service or Customer Experience, preferably in the banking or financial services sector.
How to Apply:
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