MANAGER CUSTOMER EXPERIENCE - For DR Congo citizens only

Reporting Line
BRANCH MANAGER
Location
DRC Branch
Branch
RIVIERA BRANCH
Number of openings
1
Job Purpose
The role is responsible for taking a strategic approach that focuses on managing customer information to drive sales into the business and increase customer retention. It aims at gaining insights from the customer’s unique perspective in order to augment customer experience and cultivate customer loyalty.
Principle Responsibilities
• Drive customer migration to alternative banking channels to increase usage, adoption, and digital onboarding, while ensuring high quality Premier Services and proactive implementation of CRDB Service Commitments.
• Build and maintain a strong customer relationship management strategy, ensuring branch staff deliver consistent customer satisfaction and adhere to service standards.
• Oversee and manage customer queries, complaints, and escalations—investigating complex or long standing issues, ensuring timely responses, maintaining accurate records, and providing tactful resolutions to enhance customer experience.
• Engage with customers daily by responding to inquiries, guiding them to appropriate services, and ensuring customer correspondence and feedback are properly recorded and filed.
• Lead, supervise, and support day to day branch service operations—including queue management, teller efficiency, resource allocation, and maintaining branch and Premier Centre premises in alignment with marketing guidelines.
• Monitor, coach, and guide Team Leaders and front office staff to ensure consistent service quality, proper presentation, adherence to uniform and HR policies, and effective utilization of resources required for efficient service delivery.
• Ensure fairness in customer handling, including proper queue management and consideration for special needs customers, while maintaining availability and display of marketing materials such as brochures.
• Supervise and manage support staff—including drivers, office secretaries, and temporary staff—by overseeing route logs, approving routes, monitoring fuel usage, assigning tasks, and ensuring overall workforce efficiency.
• Reinforce effective customer service procedures, policies, and standards while providing operational support and guidance to Team Leaders and branch staff to ensure full compliance and staff comfort in following laid down processes.
• Proactively gather customer feedback to streamline processes, enhance operational efficiency, and ensure end to end customer focused service delivery.
• Ensure adherence to Turnaround Time (TAT) for all services as per agreed SLAs, while educating and engaging customers on bank processes to promote better understanding and smoother service interactions.
• Develop and execute strategic interactive customer sessions to keep them updated on new products, services, and rates offered by the bank.
• Maintain accurate records and share progress reports on leads obtained or closed with branch staff during morning sessions to support performance tracking and continuous improvement.
• Manage, coach, and develop branch staff to strengthen customer relationships, enhance retention, and ensure consistent high quality service delivery, including guiding staff in customer interviewing, cross selling, and overall service excellence.
• Work collaboratively with the entire branch team to achieve exceptional overall performance while appraising the performance of Team Leaders and Service/Sales & Support Officers.
• Monitor, coach, and provide continuous guidance to staff on service quality, comparing branch service levels with competitors to identify improvement areas and maintain consistency.
• Stay updated on modern customer service trends, techniques, and methods by reading relevant materials, attending courses, participating in meetings, and applying new insights to improve branch service.
• Advise the Branch Manager on service-related, sales, productivity, and operational issues to support effective decision making and branch efficiency.
• Perform any additional duties assigned from time to time to support overall branch operations and performance.