Customer Service Manager is accountable for facilitating delivery of hassle free services to visiting customers and prospects that meet or exceed customer’s expectations. Expand relationships by facilitating cross selling to existing customers and fulfilling the requirements of any referral program in order to achieve maximum level of customer excellence.
Bank Islami is one of Pakistan’s leading Islamic banks, committed to providing innovative and Sharia-compliant financial solutions to our valued customers. With a strong focus on ethical banking practices and customer-centricity, we have earned the trust and loyalty of clients nationwide. As we continue to expand our operations, we are looking for a dynamic and experienced Customer Service Manager to join our team and help us maintain our reputation for exceptional service.
Customer Service Manager Job Overview:
As a Customer Service Manager at Bank Islami, you will play a crucial role in ensuring the highest level of customer satisfaction by leading and managing our customer service team. You will be responsible for overseeing day-to-day customer service operations, resolving escalated customer issues, and implementing strategies to improve the overall customer experience.
Customer Service Manager Key Responsibilities:
- Lead and manage a team of customer service representatives, providing coaching and guidance to ensure excellent service delivery.
- Develop and implement customer service policies and procedures to streamline operations and enhance customer satisfaction.
- Resolve complex customer issues and complaints in a timely and efficient manner.
- Monitor customer service metrics and key performance indicators (KPIs) to identify areas for improvement.
- Collaborate with other departments to implement strategies for enhancing the overall customer experience.
- Conduct regular training sessions for the customer service team to ensure they are well-equipped to meet customer needs.
- Handle escalated customer inquiries and provide solutions that align with Islamic banking principles.
- Stay updated on Islamic banking products and services to effectively assist customers.
- Prepare and analyze reports on customer service performance for management review.
- Ensure compliance with all regulatory requirements related to customer service operations.
Control & Compliance
- Develop a practical understanding and implementation of internal policies, prudential regulations and KYC/AML/CDD/FATCA guidelines in processing of all account opening requests in order to ensure adherence to the company’s risk and compliance policies.
- Be involved in investigations and inspections of data, processes and practice in accordance with established procedure to identify suspicious transaction reports for any potential or actual compliance issues and raise for appropriate actions.
- Attend and resolve customer queues efficiently and effectively aiming at maximizing self-service where applicable before routing customers to Tellers.
- Respond to and resolve enquiries and problems while ensuring 100% policy and procedural compliance while conducting transactions and judging when to pass complex queries on to or involve others regarding account balance, products and services for effective service and clear advice to colleagues and customers as per SOPs.
- Assist in opening bank accounts and cross sell available other banking products including but not limited to opening of all customer accounts and processing LC requests in order to contribute to overall branch performance and ensure customer excellence.
Handling Applications & Record Keeping
- Handle Applications by accurate completion of customer application for products and services in line with bank’s standard Operating Procedures.
- Ensure extraction, checking and monitoring of branch operational reports assigned by the supervisor in adherence to the procedures and standards.
- Maintain records of service requests received and follow up on these through completion.
- Actively identify cross sell opportunity and initiate solicitation effort to expand and deepen existing relationships.
- Enhance business by continuous review of all dormant/inoperative relationships for making accounts active and beneficial.
- Bachelor’s degree in business, finance, or a related field (Master’s degree preferred).
- Proven experience in a customer service management role within the banking industry.
- Strong knowledge of Islamic banking principles and products.
- Excellent leadership and team management skills.
- Exceptional communication and interpersonal skills.
- Problem-solving abilities and a customer-focused mindset.
- Proficiency in using customer service software and tools.
- Knowledge of relevant banking regulations and compliance requirements.
- Must be a graduate with three years experience in face to face customer handling. (One Year Experience in the similar position may apply).
How to Apply:
Interested candidates are invited to submit their resume and a cover letter explaining their qualifications and interest in the position to below link. Please include “Customer Service Manager Application – [Your Name]” in the subject line.
The application deadline to apply for Customer Service Manager at Bank islami is 24th September 2023.
Bank Islami is an equal opportunity employer and welcomes applications from candidates of all backgrounds. We thank all applicants for their interest in Bank Islami; however, only those selected for an interview will be contacted.