Head of Service Recovery at Kuda Bank

Category: Customer Excellence

Description

• We are looking for a Head of Service Recovery to institute a service recovery framework that ensures that complaints are not only resolved promptly but relationships are restored and fortified after every disappointing experience.
• Also, to centralize and harmonize the resolution of customer complaints across the organization and ensure all complaints are dealt with holistically to prevent a recurrence.

Responsibilities

• Design the consumer protection policy and service recovery framework to act as a guide for handling complaints across the Organization.
• Develop and implement a centralized complaints management system where complaints will be logged and tracked across the entire organization.
• Review the bank’s compliance with the CBN Consumer protection regulation, guide to bank charges, and any other extant regulation that affect the customer.
• Liaise with relevant business areas to resolve issues arising from customer complaints, process, or regulatory breaches. Ensure that all gaps identified in compliance with applicable regulation are taken up with relevant teams and addressed holistically.
• Conduct root cause evaluation for all complaint types and address with relevant teams.
• Carry out post-service recovery assessment to ensure that all complaints have been properly resolved and root-cause addresses the issue to prevent a recurrence.
• Take ownership of implementing a complaint management culture bank-wide.
• Build strong links with the regulator as well as other stakeholders within the industry to enable seamless resolution of complaints.
• Ensure that customers who lodge complaints are provided with a regular update at every stage of the resolution process.
• Ensure that records of customer complaints and how they were resolved are kept in line with provisions of the CBN time bar for complaints reporting and record keeping.
• Develop initiatives to mitigate situations that lead to such complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Conduct a needs analysis to identify customer needs effectively when resolving complaints.
• Ensure weekly and monthly rendition of complaints received to management with appropriate recommendations.
• Introduce consequence management framework which will reward exceptional service delivery and address service gaps.
• Set up a Customer Experience steerco made of Leaders across the entire value chain to review customer impacting issues and take strategic decisions that enhance the client experience.

Requirements

• B.Sc (MBA an added Advantage).
• 5 - 7 years’ experience in similar role.
• Understanding of a full range of products.
• High degree knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies and Code of Banking Practice.
• Computer literacy.
• High degree of intelligence, communication and analytical skills.
• Knowledge of the Financial Advisory and Intermediary Services Act.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance