Assistant Manager – Customer Service (Lamu)

About the role

The Assistant Manager, Customer Service will oversee front‑office operations at the Lamu branch, ensuring service standards are met and customer issues are resolved promptly. This role combines supervisory duties with hands‑on processing of enquiries, complaints and banking products.

Key responsibilities

• Maintain branch Service Level Agreements (SLA) and ensure timely system hand‑over to ICT.
• Process customer enquiries and complaints efficiently and accurately.
• Supervise front‑office staff to achieve quick turnaround on service delivery.
• Minimise errors in work items processed through the Document Management System (DMS).
• Manage the complaint register, ensuring prompt resolution and closure in the Service Desk.
• Oversee cheque‑book and card issuance for eligible clients.
• Communicate expectations to Customer Service staff, maintain morale and optimise performance.
• Drive cross‑selling of bank products and motivate the team to meet targets.
• Ensure proper KYC on all instructions to prevent fraud and perform call‑backs on processed requests.
• Coordinate lobby upkeep, including cleanliness, stationery, furniture maintenance and display of notices.

Required profile

• Bachelor’s degree in Business, Banking or a related field.
• At least two (2) years of relevant experience in a similar role within a comparable organization.
• Strong planning, organisational and analytical abilities.
• Excellent oral and written communication skills.
• High ethical standards, integrity and commercial awareness.

Required skills

• Proficiency with Document Management System (DMS).