Customer Service Manager (3 years contract)

MauBank Ltd is reinforcing its commitment to delivering an exceptional customer experience across its branch network. In line with this strategic objective, applications are invited from suitably qualified and experienced candidates for the position of Customer Service Manager on a fixed-term contract basis for a period of three (3) years.

The Customer Service Manager will play a key role in leading and coordinating customer service initiatives across all branches, ensuring service delivery remains structured, consistent, and aligned with the Bank’s service excellence objectives. The role will contribute to embedding a strong customer-centric culture, driving continuous service improvements, and enhancing the overall customer experience across the Bank.

·        Lead and coordinate customer service initiatives across the branch network.

·        Monitor and assess customer service performance and service delivery standards.

·        Support branches in resolving customer service-related issues and escalations.

·        Drive continuous improvement initiatives to enhance customer experience.

·        Ensure effective implementation and sustainability of customer service standards across all branches.

·        Analyse service performance indicators and recommend practical improvement measures.

·        Collaborate with branch management and stakeholders to strengthen service culture and customer engagement.

·        Prepare reports and provide recommendations on customer service performance and improvement strategies.

PREREQUISITES:

·        A Bachelor’s degree in Business Administration, Management, Marketing, or a related field.

·        Relevant experience in customer service or branch operations, preferably within the banking sector.

·        Proven leadership and supervisory capabilities.

·        Strong communication and stakeholder management skills.

·        Ability to analyse service performance and implement improvement initiatives effectively.

SKILLS:

·        Strong customer focus and service orientation.

·        Excellent interpersonal and relationship management skills.

·        Leadership and team coordination abilities.

·        Analytical and problem-solving capabilities.

·        Good organisational and planning skills.

·        Ability to work collaboratively across multiple branches and functions.

·        Proficiency in preparing reports and interpreting service performance data.

·        Ability to influence and drive positive change within the Bank.