Customer Experience Administrative Manager – ()

Description

Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities.

With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers – the largest customer base in Africa. Currently the Bank is seeking talent to serve as Customer Experience Administrative Manager.

Job Purpose Statement

Responsible for a combination of administrative, organizational, and support functions. Ensures efficient functioning of the department by facilitating communication, following through on operational requirements through scheduling, assigning tasks and expediting work results. This position reports to the GM – Customer Experience & Communication.

Key Accountabilities

• Administrative Support: Providing day-to-day administrative assistance to the department and its staff. This involves managing calendars, scheduling meetings, handling correspondence, and maintaining records. 
• Data Management: Maintaining databases and records relevant to the department’s activities. This includes managing files, documents, and ensuring data accuracy and confidentiality.
• Communication: Acting as a point of contact between the department and other internal or external stakeholders. Draft and disseminate official communications on behalf of the department.
• Budget and Finance: Assisting with budget management, tracking expenses, and processing financial paperwork.
• Event Coordination: Organizing departmental events, workshops, or meetings. This involves finding suitable venues, coordinating logistics, and managing invitations.
• Project Support: Assisting with projects undertaken by the department by coordinating efforts, compiling reports, and ensuring project deadlines are met.
• Human Resources: Supporting HR functions within the department, such as assisting with recruitment processes, on boarding new staff and maintaining records with confidentiality while ensuring the security of sensitive information and documents.
• Office Management: Overseeing the general functioning of the department’s office space, including supplies, equipment maintenance, and other facilities-related tasks.

Qualifications

Education and experience

• Bachelor’s degree in a business-related field. 
• Knowledgeable about curating training content and knowledge sharing.
• Proven administrative experience preferably in a CX related function.
• Demonstrated ability to effectively and efficiently provide administrative support for CX related projects and initiatives.

Knowledge & Skills

• Creative and resourceful.
• Detail-oriented.
• Superb written and verbal communication skills.
• Strong time-management skills and multitasking ability.  

Work Experience:

• Minimum of 8 years’ experience in customer experience related roles, with a minimum of 3 years in administrative support.
• A track record of providing administrative support for CX related projects and initiatives.

General Competencies

People            

• Employee satisfaction
• Employee coaching

Customer Focus        

• Customer satisfaction
• Customer loyalty
• Channel satisfaction

Business Systems & Infrastructure    

• Productivity Tracking
• Process review with customer impact in mind
• Process management 

Technical Competences

• Conceptual and Analytical Skills: Ability to quickly grasp and understand the department’s admin needs and keen to detail.
• Technology Skills: Knowledge of Microsoft Office Suite and aptitude for learning new software and systems.

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