Jobs
>
Nairobi

    Customer Experience Advisor at - Nairobi, Kenya - SBM Bank

    SBM Bank
    SBM Bank Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description
    SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients
    Job Purpose

    The role holder will be responsible for delivering seamless world class customer experience across all customer touch points with utmost level of consistency & professionalism.

    Key Responsibilities
    Customer Experience

    Available and able to respond in a prompt, timely, friendly, supportive and helpful manner to all customers who walk into the branch and project a professional, warm and friendly image.

    Use sound judgment and take decisions that will meet customer expectations while striving to achieve a win/win outcome for the Customer and the Bank
    Ensure customers receive excellent and consistent service by providing fast, accurate, relevant and useful information, regarding all aspects of SBM Bank Products and Services in line with the customer's feedback and needs to achieve a world-class customer experience at all times
    Ensure that all customer queries, problems and complaints related to the bank are completely and effectively resolved as a 'One Stop Shop' service
    Take responsibility for acting on, following up customer instructions proactively and keeping customers frequently updated on the status
    Avail customer instruments such as cheque books, prepaid, debit cards, mobile access and online access within agreed timelines
    To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty
    Eliminate recurring customer issues through Root Cause Analysis and maintain Service Improvement Action Plans which should be implemented in the "Kill the stupid rule habit"
    Uphold and maintain the SBM Bank Values.

    Business Growth

    Drive revenue growth through revenue assurance and non-funded income

    Required to open, reactivate and retain set number of target accounts and cross sell full array of retail products while ensuring optimal channel utilization as per set targets.

    Deepen existing relationships and grow share of wallet/potential value within the Bank by recognizing and referring cross-sell opportunities through channel migration, cross sell and up sell of products and services that add value to the customer on the use of digital alternative channels.

    Compliance and Audit

    Ensure that the branch look and feel is within set Customer Experience Standards including implementation of adherence to SBM Habits, Name tags (First Name Only), dress code – Clean Desk Policy and Floor Management of the banking hall
    Authenticate Customers identity and when positive, capture and update customer interactions accurately on CRM; when unable to validate, escalate interaction via CRM
    To ensure strict compliance with Branch Operations, Customer Experience Policy, Customer Service Standards and all other Bank Processes and Procedures so as to get It Right the First Time, every time for all branch staff
    Comply with respective Know Your Customer (KYC), KYP, KYT, Anti Money Laundering (AML) procedures and be alert at all times to unusual or possibly suspicious activity, and make an incident report to the Branch Manager, Customer Experience and Risk

    Learning and Development

    Take responsibility to continually develop and learn, so as to improve personal performance in order to achieve individual, team and departmental SLA's and KPI's

    Key Relationships

    Customers of this Position

    External Customers
    Branch Colleagues
    Colleagues within Branch network and Central Office

    Knowledge Requirements
    Skills and Experience required for this Role

    Bachelor's degree in any discipline with a minimum of second class honors
    Good Communication Skills (written and verbal)
    Customer service management processes and procedures MS proficiency – Excel, PowerPoint, word etc

    Competencies required for this Role

    Working with people
    Adhering to principles and values
    Relating and networking
    Persuading and influencing
    Presenting and communicating information
    Writing and reporting
    Learning and researching
    Creating and innovating
    Delivering results and meeting customer expectations
    Following instructions and procedures
    Adapting and responding to change
    Coping with pressure and setbacks
    Achieving personal work goals and objectives
  • Staffrite

    beauty sales and advisors

    1 week ago

    Staffrite Nairobi Area, Kenya Full time

    JOB TITLE · BEAUTY SALES AND ADVISORS (COSMETICS SHOPS) · NATURE OF JOBFULL TIMEMONTHLY SALARY KSHs 25,000.00 PLUS COMMISSIONINDUSTRYBEAUTY AND COSMETICS PRODUCTSJOB LOCATIONNAIROBIDUTIES AND RESPONSIBILITIES · Knowledgeable beauty advisors to assist the clients in meeting their ...

  • Actserv

    Independent Financial Advisors at

    5 days ago

    Actserv Nairobi, Kenya Full time

    ACTSERV is an actuarial consulting firm with over two decades of business visibility. Having grown in scale and market share, we strive to improve on our service offering by embarking on adaptive technology that delivers cutting edge solutions. This allows us to walk with client ...

  • Development Alternative Inc

    Feed the Future Monitoring, Evaluation, and Learning Advisor

    2 weeks ago

    Development Alternative Inc Nairobi, Kenya Full time

    ABOUT THE COMPANY · DAI works on the frontlines of international development. Transforming ideas into action—action into impact. We are committed to shaping a more livable world. · We tackle fundamental social and economic development problems caused by inefficient markets, ineff ...

  • Save the Children

    MHPSS Advisor

    1 week ago

    Save the Children Nairobi, Kenya Full time

    The Save the Children Fund, commonly known as Save the Children, is an international non-governmental organization that promotes children's rights, provides relief and helps support children in developing countries · About the role · We are currently looking for The MHPSS Advisor ...

  • International Rescue Committee (IRC)

    Health Regional Lead

    1 week ago

    International Rescue Committee (IRC) Nairobi, Kenya Full time

    The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization. · Job Overview · Health Unit Central Africa Regional Lead provides coherence and direction to the provision of technical support for Health Unit in the Central A ...

  • DAI Kenya - Development Alternatives, Inc.

    Feed the Future Monitoring, Evaluation, and Learning Advisor

    1 week ago

    DAI Kenya - Development Alternatives, Inc. Nairobi, Kenya Full time

    DAI is a global development company working on the frontlines of international development consulting. We are committed to shaping a more livable world. We tackle fundamental social and economic development problems caused by inefficient markets, ineffective governance, and insta ...

  • Flemish Association for Development Cooperation and Technical Assistance (VVOB)

    Regional Strategic Education Advisor – Scaling, Regional Facility for Teachers in Africa at

    1 week ago

    Flemish Association for Development Cooperation and Technical Assistance (VVOB) Nairobi, Kenya Full time

    Vision Quality education is the foundation for development. VVOB contributes to an equitable world in which governments are capacitated to respect, protect and fulfil the right to quality education for every learner, without any form of discrimination · Summary · We are looking f ...

  • Flemish Association for Development Cooperation and Technical Assistance VVOB

    Regional Strategic Education Advisor – Scaling, Regional Facility for Teachers in Africa

    2 weeks ago

    Flemish Association for Development Cooperation and Technical Assistance VVOB Nairobi, Kenya Full time

    We are looking for a Regional Strategic Education Advisor – who will operate from our office in Kenya, Rwanda, or South Africa who will contribute to the development of VVOB's Gender Transformative Pedagogy GTP initiative in the Regional Facility for Teachers in Africa RFTA by be ...

  • Save the Children

    Humanitarian Advisor

    1 day ago

    Save the Children Nairobi, Kenya Full time

    The Save the Children Fund, commonly known as Save the Children, is an international non-governmental organization that promotes children's rights, provides relief and helps support children in developing countries · Role Purpose: · The Humanitarian Advisor - Health Informatics i ...

  • International Rescue Committee (IRC)

    Women's Protection and Empowerment Global Practice Lead at

    2 weeks ago

    International Rescue Committee (IRC) Nairobi, Kenya Full time

    The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization. · Summary · This role provides overall leadership to policy, sectoral coordination, advocacy, learning and innovation for Women's Protection and Empowerment. It i ...

  • Education Development Center

    Online Learning Advisor – USAID Kenya Primary Literacy Program at

    2 weeks ago

    Education Development Center Nairobi, Kenya Full time

    Education Development Center (EDC) is a global nonprofit that advances lasting solutions to improve education, promote health, and expand economic opportunity. Since 1958, we have been a leader in designing, implementing, and evaluating powerful and innovative programs in more th ...

  • Médecins Sans Frontières (MSF)

    Advisor to the RIOD

    3 days ago

    Médecins Sans Frontières (MSF) Nairobi, Kenya Full time

    ABOUT THE COMPANY · Médecins Sans Frontières (MSF) is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by armed conflict, epidemics, natural disasters and exclusion from healthcare. MSF offers assistance to people bas ...

  • International NGO Safety Organisation (INSO)

    Deputy Safety Advisor

    1 week ago

    International NGO Safety Organisation (INSO) Nairobi, Kenya Full time

    Founded in 2011, the International NGO Safety Organisation (INSO) is a British charity that supports the safety of aid workers by establishing safety coordination platforms in insecure contexts · Summary · As the Deputy Safety Advisor, you will work with the Safety Advisor (SA) a ...

  • Flemish Association for Development Cooperation and Technical Assistance (VVOB)

    Technical Lead – Gender Regional Facility for Teachers in Africa at

    1 week ago

    Flemish Association for Development Cooperation and Technical Assistance (VVOB) Nairobi, Kenya Full time

    Vision Quality education is the foundation for development. VVOB contributes to an equitable world in which governments are capacitated to respect, protect and fulfil the right to quality education for every learner, without any form of discrimination · Responsibilities of the Te ...

  • Madison Group Limited

    Financial Advisor at

    1 week ago

    Madison Group Limited Nairobi, Kenya Full time

    Madison Group Limited is a locally owned financial services holding company that specializes in Insurance and wealth management services. The Group comprises of Madison Life Assurance Kenya Limited, Madison General Insurance Kenya Limited, and Madison Investment Managers Limited. ...

  • Education Development Center

    Regional Education Advisor

    1 week ago

    Education Development Center Nairobi, Kenya Full time

    Education Development Center (EDC) is a global nonprofit that advances lasting solutions to improve education, promote health, and expand economic opportunity. Since 1958, we have been a leader in designing, implementing, and evaluating powerful and innovative programs in more th ...

  • ICEA Lion Group

    Financial Advisor at

    2 weeks ago

    ICEA Lion Group Nairobi, Kenya Full time

    As one of the largest insurers and financial services companies in East Africa, we have decades of experience in helping discerning individuals protect and create their wealth. But that's not all. · About Job · This is a full-time hybrid role for a Financial Advisor at ICEA LION ...

  • ICEA Lion Group

    Financial Advisor at

    4 days ago

    ICEA Lion Group Nairobi, Kenya Full time

    As one of the largest insurers and financial services companies in East Africa, we have decades of experience in helping discerning individuals protect and create their wealth. But that's not all. · Role · This is a full-time hybrid role for a Financial Advisor at ICEA LION Group ...

  • International Rescue Committee (IRC)

    Protection – Rule of Law Global Practice Lead at

    1 week ago

    International Rescue Committee (IRC) Nairobi, Kenya Full time

    The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization. · Job Overview · The Global Practice Lead, Protection – Rule of Law is the organizational leader for Humanitarian Protection , Rights and Rule of Law for the Cris ...

  • Education Development Center

    Regional Education Advisor

    1 week ago

    Education Development Center Nairobi, Kenya Full time

    Education Development Center (EDC) is a global nonprofit that advances lasting solutions to improve education, promote health, and expand economic opportunity. Since 1958, we have been a leader in designing, implementing, and evaluating powerful and innovative programs in more th ...