Senior Manager – Customer Experience and Client Services at Exim Bank

Job Description
• The Head of Customer Experience and Client Services is responsible for enhancing the bank’s customer experience across all touchpoints. This role ensures a customer-first culture by optimizing service delivery, improving customer satisfaction, and driving client retention and loyalty. The position supports the development of a seamless and consistent customer journey aligned with the bank’s marketing and communications strategies.
Roles & Responsibilities
• Develop and execute the customer experience strategy in alignment with the bank’s marketing and communications objectives.
• Map and optimize the end-to-end customer journey to deliver a seamless, consistent, and engaging experience across all touchpoints.
• Champion customer-focused initiatives to differentiate the bank and strengthen its brand reputation.
• Oversee the operations of the contact center, ensuring it functions as a key driver of excellent customer service and a cross-selling platform.
• Establish and monitor service level agreements (SLAs) for the contact center, including call response time, first-call resolution, and customer satisfaction.
• Implement tools and training to improve agent efficiency, effectiveness, and the overall customer experience.
• Use contact center insights to identify trends, customer pain points, and opportunities for improvement.
• Manage service delivery across branches, digital platforms, and relationship management teams to ensure consistency and high-quality client support.
• Ensure effective resolution of customer issues and complaints, leveraging feedback to improve processes and service standards.
• Work with cross-functional teams to align operations with customer needs and regulatory compliance.
• Design systems to collect, analyze, and act on customer feedback from surveys, complaints, and interactions (including data from the contact center).
• Develop and monitor key performance indicators (KPIs) like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Use data-driven insights to recommend enhancements to the customer journey, processes, and service offerings.
• Collaborate with digital teams to improve the customer experience on mobile, online banking, and self-service platforms.
• Integrate contact center and branch operations into an omnichannel framework for a unified customer experience.
• Leverage CRM and analytics tools to deliver personalized and efficient customer interactions.
• Lead, mentor, and inspire the customer experience and client services teams, including contact center staff, to deliver exceptional results.
• Develop training programs for the contact center and other customer-facing teams to enhance their skills and knowledge.
• Provide input on marketing materials and customer communications to ensure they reflect customer needs and expectations.
• Work closely with the Head of Marketing and Communications to identify opportunities to enhance the customer journey through targeted campaigns and initiatives.
• Develop and implement loyalty programs to increase customer retention and lifetime value.
• Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field.
• Master’s degree or professional certifications in Customer Experience (e.g., CCXP), CRM, or Six Sigma is an advantage.
• 10+ years of experience customer experience, client services, or contact center management.

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