Job Description

Job Purpose
To lead and oversee Service Center operations, ensuring exceptional customer experience, efficient service
delivery, and timely resolution of customer inquiries and complaints. The role is responsible for driving
operational efficiency, service quality, team performance, and continuous improvement while ensuring
compliance with the Bank’s policies, procedures, and regulatory requirements.
Key Responsibilities and Accountabilities
1. To directly manage the daily running of the contact center, including sourcing equipment, effective
resource planning, and applying contact center strategies and operations.
2. To undertake needs assessments, performance reviews, and cost-benefit analyses of the contact
center.
3. To set/meet performance targets to ensure speedy, efficient, and quality service delivery