Job Description
Applications are invited from knowledgeable, experienced, and skilled candidates to fill the following position tenable at Head Office, Blantyre
Customer Experience Manager
Reporting to the Head of Marketing the successful candidate will Manage and implement the customer experience strategy for the bank and ensure efficient and effective resolution of customer complaints and feedback are efficiently handled and used to improve the bank’s products, services, and processes.
Key Responsibilities
- Ensure compliance with the Reserve Bank of Malawi’s regulations, including timely resolution and reporting of complaints.
- Ensure the complaints handling process adheres to internal policies and external regulations.
- Identify systemic or recurring issues and work with relevant departments to implement corrective actions.
- Ensure all customer complaints are accurately reported in quarterly returns to the Reserve Bank of Malawi.
- Automate the customer complaints reporting process to minimise manual intervention and errors.
- Work closely with branch managers, agency managers, and other stakeholders to ensure prompt and effective handling of customer complaints.
- Ensure the Customer Complaints Handling policy is reviewed and in line with regulatory requirements.
Technical Skills/Competencies
- Strong understanding of customer experience principles and best practices.
- Ability to manage multiple tasks and priorities effectively.
- Analytical mindset with attention to detail.
- Ability to work collaboratively with cross-functional teams.
- Strong communication and interpersonal skills.
- Ability to analyse data and implement process improvements.
Qualifications and Requirements
- Bachelor’s degree in Business Administration, finance, or a related field.
- 2 years experience in customer management environment.
Applications
If you meet the above minimum requirements and are interested, please send your applications with an up-dated CV to: FirstCapitalBank.Vacancies@firstcapitalbank.co.mw
The closing date for receiving applications is 9th August 2024.
Only shortlisted applicants shall be acknowledged.