Manager, Service Center – Equity Bank
Job Purpose
To lead and oversee daily Service Center / Contact Center operations—ensuring exceptional customer experience, efficient service delivery, optimized resource planning, and timely resolution of inquiries and complaints while maintaining strict compliance with banking policies, procedures, and regulatory requirements.
Roles & Responsibilities
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Contact Center Operational Management: Manage day-to-day contact center operations, overseeing equipment sourcing, resource allocation, shift scheduling, and execution of strategic customer service frameworks.
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Service Quality & Performance Monitoring: Monitor customer calls, establish key performance targets, evaluate operative performance, and optimize Service Level Agreements (SLAs) to maintain high service quality and minimize operational errors.
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Complaint Resolution & CRM Governance: Ensure customer inquiries and complaints are accurately logged in the CRM system, properly escalated across internal departments, and resolved within policy-mandated Turnaround Times (TAT).
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Customer Experience & Journey Optimization: Partner with the Customer Experience department and internal stakeholders to design optimal customer journeys, balancing operational quality with commercial business objectives.
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Talent Management & Workforce Planning: Lead agent recruitment, onboarding, continuous training, performance appraisals, and shift capacity planning in direct collaboration with Human Resources.
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Workforce Analytics & Strategic Reporting: Conduct needs assessments, cost-benefit analyses, and workload forecasting; compile weekly and monthly statistical reports on contact center call rates, handling times, and performance metrics for executive leadership.
Qualifications
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Bachelor’s Degree in Business Administration, Marketing, Banking & Finance, or a related field.
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Advantage: Associate of the Chartered Institute of Bankers (ACIB) or a recognized professional qualification in Customer Relationship Management.
Skills, Experience & Competences
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Minimum of 5 years of experience in a commercial contact center environment, with at least 2 years in a direct managerial or call center leadership capacity within the banking or financial services sector.
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Deep functional understanding of retail banking strategy, financial products, risk frameworks, and regulatory compliance requirements.
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Hands-on proficiency with Customer Experience systems, CRM software, telephony systems, and Microsoft Office Suite.
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Strong enterprise leadership, business acumen, strategic thinking, and process optimization capabilities.
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Proven conflict resolution, negotiation, presentation, and team capability-building skills.
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Demonstrated track record of data-driven performance management and effective workforce planning.