Head of Customer Service

Lead, mentor, and manage the customer service team to achieve departmental goals.
Develop and implement customer service policies, procedures, and standards.
Monitor team performance, provide regular feedback, and conduct performance evaluations.
Foster a customer-centric culture within the team.
Strategic Planning:
Develop and execute the customer service strategy aligned with company goals.
Identify and implement best practices to enhance customer satisfaction.
Analyze customer service metrics and trends to make informed decisions.
Collaborate with other departments to streamline processes and improve the overall customer experience.
Customer Experience:

Ensure timely and effective resolution of customer inquiries, complaints, and issues.
Implement and manage customer feedback mechanisms to gather insights and improve services.
Monitor and enhance the quality of customer interactions across various channels (phone, email, chat, social media).
Develop strategies to improve customer retention and loyalty.
Process Improvement:
Identify opportunities for process optimization and efficiency improvements.
Implement technology solutions to automate and enhance customer service operations.
Ensure compliance with regulatory requirements and company policies.
Reporting and Analysis:
Prepare and present regular reports on customer service performance to senior management.
Use data and analytics to drive continuous improvement and strategic initiatives.
Set and track key performance indicators (KPIs) for the customer service team.
Qualifications

Bachelor’s Degree in Business Administration, Management, or a related field.
A minimum of 5 years of experience in customer service management, preferably in the Banking industry.
Proven leadership and team management skills.
Strong strategic thinking and problem-solving abilities.
Excellent communication and interpersonal skills.
Proficiency in customer service software and tools.
Ability to handle high-pressure situations and make decisions quickly.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Experience in the Banking sector is a must
Personal Attributes:

Customer-oriented mindset with a passion for delivering exceptional service.
Innovative and proactive approach to problem-solving.
Ability to motivate and inspire a team.
Strong organizational and multitasking abilities.
High level of integrity and professionalism.