Assistant Customer Service Manager (FC4) - Grand Turk (TCIRT460)

Function:                               Personal & Business Banking
Salary range:                        In accordance with appropriate salary schedule

Purpose of Role:
Typically an Assistant Customer Service Manager (ACSM) is found in a full service branch where the FTE and / or complexity of the business warrant another level of supervision in addition to the Customer Service Manager. Under the direction of the Customer Service Manager (CSM) and / or the Branch Manager, the ACSM ensures the delivery of a high standard of service to customers and compliance to internal controls and procedures within the branch. The incumbent plans, schedules and monitors the work of staff, having responsibility for resolution of customer feedback (complaints), administration of human resource policies and procedures and control of costs and supplies within the assigned team. The ACSM assists with the day-to-day leadership and authority with emphasis on delivery of a high standard of customer service, operating efficiency and productivity and with developing a customer-focused service team through coaching and effective service and sales referrals programmes.
     The Assistant Customer Service Manager works with the Customer Service Manager and other senior staff to achieve the operational goals in support of the Bank’s strategic goals.

Key Accountabilities:

• Under the direction of the CSM supports the achievement of the branch’s service and referral goals by promoting the provision of excellent customer service at all times and provide coaching to direct reports in this area.  Leads and participates in meetings with respect to service standards to improve customer satisfaction levels within the branch; product knowledge ensuring that the team has a high level of product knowledge that meets or exceeds customer expectations and results in increased referral business; and CIBC Caribbean’s diversion strategy ensuring that it is understood and being executed at all times.
• With the assistance of the CSM  communicates CIBC Caribbean’s service strategies to the Customer Service Representative team, providing ongoing coaching and support to assist the team in recognising sales referrals and recognising diversion opportunities and ensures continuous improvement in quality referrals. 
• Assists with monitoring the service levels and customer flow in the branch and takes action as required ensuring that CIBC Caribbean’s customer service level standards are maintained.
• Supports the CSM to ensure that customer feedback is handled as stated in the customer feedback management process to ensure the delivery of quality service and continuous improvement to the level of customer satisfaction by ensuring adherence to the established time standards and tracking guidelines of the customer feedback management process; supporting the resolution of customer feedback by providing quick and effective responses to resolve customer queries; coordinating the collection of customer feedback and escalate as appropriate; assisting with developing and implementing action plans to address the areas raised by customers; and advocating the reduction / elimination of key customer issues.
• Assists with the implementation of procedural, administrative and organisational changes, primarily related to the area supervised, ensuring that there is proper communication of CIBC Caribbean’s initiatives, business targets, etc., to the appropriate staff. Ensures that staff is properly trained to perform new procedures. Monitors to ensure new or changed procedures are followed.
• As required, manages cash holdings to meet the branch target while respecting ABM and transaction processing requirements. Monitors cash and /or transactional balancing activities.
• Reviews information circulars to keep current on the Bank’s policies and initiatives, ensuring that relevant information is communicated to staff in the area supervised.

Critical Knowledge & Skills Required:

• Good understanding of CIBC Caribbean offerings in terms of customer service.
• In depth knowledge to coach and guide staff in the provision of excellent customer service.
• Knowledge of products, pricing, services and channel functionality, sufficient to assist in conducting product knowledge meetings with the customer service team and to promote/sell retail products and services as opportunities arise.
• Sound knowledge of CIBC Caribbean’s diversion strategy in order to coach retail staff to recognise diversion opportunities and monitor to ensure that the strategy is being properly executed.
• Knowledge of sales techniques sufficient to promote and coach staff in recognising referral opportunities.
• Knowledge of computer applications, e.g. Microsoft office.
• Working knowledge of human resource policies and procedures.
• Working knowledge of the Bank’s operational risks policies and procedures sufficient to audit unit routines and minimise operational risks.
• Working knowledge of branch routine and the operations of regional / head office departments sufficient to address customer inquiries/feedback and / or refer to the appropriate source.
• Excellent interpersonal skills to work with customers and customer service staff to effectively manage relationships and successfully handle customer feedback, adapting approaches to meet each situation and to motivate staff to achieve desired results.
• Good negotiation, communication and presentation skills both written and oral.
• Good influencing skills sufficient to motivate staff to achieve results, to promote retail products and services and resolve minor disagreements.
• Self-motivated and ability to effectively manage time.
• Good organisational skills and leads by example, charismatic, viewed by others as a role model
• Decisive, strong self-belief and open to challenge.
• Set and meets own standards and ensure team does likewise.
• Develop self and others.
• Inclusive and open.

Experience Required:

• General branch banking experience in customer service and operations activities.
• High level of intellect and demonstrated excellence in providing a high level of customer service.

Position reports to:  Manager, Customer Service