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General Manager, Customer Experience
Entreprise : SBM Bank
Type de contrat : Full Time
Qualification : BA/BSc/HND
Expérience : 10 ans
Localisation : Kenya
Contexte : SBM Bank Kenya est une institution financière leader et de confiance, avec une empreinte internationale, dont le siège est à Maurice, et positionnée pour offrir une expérience bancaire sans précédent au Kenya, destinée aux clients de niche (Retail, PME et Corporate). Après approbation par la Banque Centrale du Kenya, la banque a démarré ses opérations au Kenya en mai 2017.
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** Le titulaire du poste devra promouvoir la conscience de la centricité client et une culture du « client d'abord » ; gérer la livraison stratégique de l'Expérience Client à travers tous les points de contact, canaux et unités commerciales ; et mettre en œuvre des plans d'action collaboratifs pour renforcer la conscience de la centricité client. Le rôle assure également le leadership exécutif et le plaidoyer pour l'Expérience Client au sein de SBM Bank Kenya.
Responsabilités clés :
Stratégie et mise en œuvre de l'Expérience Client (20%)
Élaborer et mettre en œuvre des plans d'affaires et des stratégies d'Expérience Client en plans d'action et actions quotidiens pertinents et productifs pour les équipes de service, en veillant à l'exécution de programmes offrant une expérience client exceptionnelle et en identifiant des initiatives d'amélioration.
Analyser et surveiller la prestation de services à travers tous les points de
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