Manager, Service Recovery

Job Description:

To Manage and harmonize the resolution of customer complaints and represent all customer-facing areas of the bank, driving consistency and responsiveness in the way complaints are handled.
Qualifications:

First Degree in any field.
Minimum of 6 years experience.
Experience in product & management, and retail banking would be an added advantage.
Behavioral Competencies:

Good verbal communication skills – sincere and articulate.
Passionate about service.
Result-oriented.
Ability to listen and probe effectively to determine customers real needs.
Ability to provide accurate information.
Technical Competencies:

Problem solving
Planning
Decision making.