About Company
National Commercial Bank Jamaica Limited (NCB) is the largest financial group in Jamaica, dedicated to building a better financial future for individuals, businesses, and communities. With a rich history spanning over 180 years, NCB is a trusted partner committed to innovation, customer satisfaction, and community development. Our mission is to empower our customers to achieve their financial goals through exceptional service, cutting-edge technology, and a deep understanding of their needs. We foster a culture of excellence, integrity, and continuous improvement, making NCB a dynamic and rewarding place to work.
Job Description
We are seeking an accomplished and visionary Director of Customer Operations to lead our customer-facing operational strategies and ensure unparalleled service excellence within our Morant Bay and surrounding regional operations. This pivotal role involves overseeing the entire customer operations lifecycle, from initial interaction to ongoing support, ensuring seamless processes, exceptional service delivery, and continuous improvement. The Director will be instrumental in defining and implementing strategic initiatives that enhance customer satisfaction, drive operational efficiencies, and contribute to the bank’s overall growth objectives. You will lead a dedicated team, foster a customer-centric culture, and leverage data-driven insights to optimize performance and exceed customer expectations in a dynamic financial services environment.
Key Responsibilities
- Develop and execute strategic plans for customer operations, aligning with the bank’s overall business objectives and customer experience goals.
- Oversee all aspects of customer service delivery, including contact center operations, branch support, and digital customer engagement channels.
- Lead, mentor, and develop a high-performing team of customer operations professionals, fostering a culture of excellence, accountability, and continuous learning.
- Implement and optimize operational processes and systems to enhance efficiency, reduce costs, and improve service quality.
- Define, monitor, and report on key performance indicators (KPIs) for customer operations, ensuring targets are met and identifying areas for improvement.
- Manage budgets and resources effectively to achieve operational goals while maintaining fiscal responsibility.
- Ensure strict adherence to regulatory compliance, bank policies, and security protocols in all customer interactions and operational activities.
- Collaborate cross-functionally with sales, marketing, IT, and product development teams to ensure a cohesive and integrated customer experience.
- Identify and implement innovative technologies and solutions to enhance customer service capabilities and operational effectiveness.
- Address and resolve complex customer issues and escalations, maintaining high levels of customer satisfaction and trust.
- Conduct regular performance reviews and provide constructive feedback to team members, supporting their professional growth.
Required Skills
- Proven experience in senior leadership roles within customer operations, preferably in the banking or financial services industry.
- Exceptional leadership and team management skills, with a track record of building and motivating high-performing teams.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Excellent verbal and written communication skills, capable of influencing stakeholders at all levels.
- In-depth understanding of customer service best practices, operational efficiencies, and process improvement methodologies.
- Proficiency in using CRM systems and other customer service technologies.
- Demonstrated ability to manage complex projects and drive strategic initiatives.
- Strong understanding of regulatory requirements and compliance standards within the financial sector.
Preferred Qualifications
- Master’s degree in Business Administration, Operations Management, or a related field.
- Certification in Lean Six Sigma or other process improvement methodologies.
- Experience with digital transformation initiatives in customer operations.
- Familiarity with the Jamaican financial market and customer demographics.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Generous paid time off and holiday schedule.
- Robust pension plan and retirement savings options.
- Opportunities for professional development and continuous learning.
- Employee banking benefits and preferential rates.
- A supportive and collaborative work environment focused on career growth.
- Contribution to a leading financial institution shaping Jamaica's future.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your resume highlights your relevant experience and qualifications for this senior leadership role. We thank all applicants for their interest; however, only shortlisted candidates will be contacted.