Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance a...
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- Contents
- Open Jobs
- Customer Service Manager
- Assistant Manager, Business Planning, Product House
- Method of Application
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience5 years
- LocationNairobi
- Job FieldCustomer Care 
Job Descriptions:
A customer service manager (CSM) is responsible for the overall success of a company's customer service department. Their role includes:
- Leading a team: Managing a team of customer service representatives, providing feedback, and setting and maintaining standards
- Ensuring customer satisfaction: Resolving customer issues, handling complaints, and issuing refunds or compensation
- Improving customer experience: Implementing strategies to improve customer experiences, and responding to customer inquiries
- Managing the department: Overseeing the budget, setting goals and objectives, and establishing policies and processes
- Analyzing performance: Compiling and analyzing data to measure performance, and reporting on results to upper management
- Conducting research: Staying up to date on trends through market research
- Hiring and training: Hiring and training new personnel
- Providing learning opportunities: Offering upskilling or learning opportunities for team members
- Communicating with other departments: Serving as a bridge between the customer service team and other departments within the organization
Some skills that are important for a CSM include: a customer service mindset, outstanding communication skills, conflict-resolution skills, creative problem-solving ability, and a high level of empathy.
Qualifications:
Customer service managers need a variety of skills and qualifications, including:
- Customer service skills: The ability to understand and meet customer needs, and exceed expectations when possible
- Communication skills: The ability to communicate well with customers and lead teams
- Empathy: The ability to understand and address customer concerns
- Problem-solving skills: The ability to resolve issues effectively
- Organizational skills: The ability to manage customer inquiries and team workflows
- Analytical skills: The ability to understand customer data and improve service strategies
- Technical proficiency: The ability to use customer relationship management (CRM) software and other service tools
- Soft skills: Patience, adaptability, and the ability to motivate and inspire team members
- Education: A bachelor's degree in business administration or a related field
- Experience: Five years of experience in customer service
- Report-writing and presentation skills: The ability to write and present reports well
- Supervisory experience: Three to five years of experience supervising teams
Customer service managers are responsible for leading a team of representatives to ensure they provide high-quality customer support. They also participate in recruiting, interviewing and training of departmental supervisory staff.
Assistant Manager, Business Planning, Product House- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience4 - 5 years
- LocationNairobi
- Job FieldICT / Computer 
Position Overview:
As the Business Planning, Assistant Manager, will assume a pivotal role in supporting the Head of Business Planning by coordinating a diverse range of activities, projects, and communication products. This position necessitates a blend of strategic acumen, operational proficiency, and robust leadership capabilities to ensure the seamless functioning of the product house and contribute to its success.
Primary Responsibilities:
Operational Management:
- Drive operational efficiency by supporting product house processes, workflows allocation within the product house.
- Engage with product house teams and facilitate cross-functional coordination, enhance communication, and encourage collaboration across teams.
- Identify bottlenecks, risks, and opportunities, offering recommendations for enhancement.
Stakeholder Engagement and Communication :
- Create communication products and ensure that consistently and articulately communicate effectively to targeted audience.
- Prepare quarterly board reports to IT board committees and the Strategy & Investment committee as per the standard board agenda and priority areas.
Performance Tracking and Reporting:
- Regularly track critical key Performance Indicators (KPIs) and support development of new performance measures as need be as per the Product house strategy
- Monitor and share key insights from performance indicators (KPIs) to gauge the progress and success of product house delivery.
Qualifications
- Bachelor's degree in a relevant field (business, IT, engineering, product management, project management, etc.).
- Strong Knowledge of appropriate communication and presentation Techniques and Tools (PowerPoint, Excel Analytics) is a must.
- Prior 4-5 years experience in a technology-driven company, banking, or related industry is highly desirable.
- Ability to convey complex information to diverse audiences and creating targeted decks.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong problem solving, quantitative and analytical abilities.
- Robust project management skills, including prioritization, multitasking, and meeting deadlines.
- Analytical mindset with a data-driven approach to problem-solving.
- Strong leadership and interpersonal skills.
Method of Application
Use the link(s) below to apply on company website.
