Customer Experience Executive

About the role

The Customer Experience Executive will lead a branch team of up to 25 staff, ensuring exceptional operational performance and high‑quality customer service. You will act as the primary point of contact for customer issues, drive sales initiatives and support community engagement to strengthen the bank’s local presence.

Key responsibilities

• Deliver efficient branch operations, maintain control robustness and oversee compliance activities.
• Drive sales through relationship building, cross‑selling and in‑branch marketing campaigns.
• Resolve customer complaints, conduct trend analysis and implement action plans to prevent recurrence.
• Manage branch administration, including account opening, loan processing, ATM card issuance and system user maintenance.
• Support the Branch Manager in community engagement and merchandising of the banking hall.

Required profile

• Passion for branch performance and customer service excellence.
• Honesty, integrity and decisive decision‑making.
• Willingness to take responsibility for personal development.
• Ability to provide constructive feedback and deputise for the Operations Manager when needed.

Required skills

• Experience with the Brains and Winfos banking support systems.
• Knowledge of Sybrin (Branch Maker) for account and loan processing.
• Familiarity with Q‑matic monitoring tools for service point staffing.
• PC user administration and general IT proficiency.