To safeguard bank property, staff, customers and maintain order in the bank environment in line with security guidelines and bank policies.

Controlling and monitoring access to the bank premises and restricted areas to staff, cleaners,
contractors, suppliers or distributors, customers, and unauthorized persons.
Monitoring and operating security systems and equipment like CCTV surveillance... system, Intruder alarms, Panic alarms, Atm lobby telephone lines, electronic access control systems, Fire detection
and control systems, Security lighting and hired security guards in line with bank guidelines.
Managing of all the key control functions.
Emergency response by initiating response to alarm and emergency situations like fire, abduction/kidnap, robbery, terror attack, identified suspects etc.
Receive, record reported incidents and direct them to the relevant departments for quick resolution, in addition to guiding bank customers in line with bank policy/procedures.
Gather and assemble relevant evidence on reported cases for court purposes and internal disciplinary processes as per laid down bank policies and procedures.
Prepare daily security reports and circulate to Management.
Identify Security risks and report in line with security guidelines.
Any other duties as may be assigned by management from time to time more

Responsible for designing and implementing the service delivery and grievance redressal processes and policies for the bank to ensure consistent delivery and seamless customer experience. Drive innovation on customer experience.

Develop and implement strategies to enhance customer experience and keep up-to-date with industry trends and best practices in customer experience management.
Work... with the functional “service champions” to establish peer reviews, adopt and implement best practices, develop internal and external benchmarking, and continually improve the service and operational processes.
Contribute to product development and improvement through continuous feedback analysis collected through the customer service forms and feedback.
Establish and manage key customer experience processes.
Engage with customers on social media by providing helpful information and addressing their concerns.
Manage and maintain exceptional service at all times and provide a benchmark of service delivery to be used by all other units within the Bank through coaching, training, development, and sharing of best practice experience.
Develop customer incentive and retention programs to ensure customer loyalty by aiming to be the best in customer service, winning customers through quality, friendliness, and efficiency of our service.
Conduct research and analysis to understand customer needs, preferences, and pain points including implementing customer feedback systems and processes to capture and address customer concerns.
Lead and support business strategies that build awareness, employee engagement, and create an environment that recognizes and reinforces appropriate behavior towards customers.
Manage root cause analysis of customer complaints and provide solutions to eliminate/minimize customer complaints proactively as well as handle complaints on social media platforms.
Oversee agreed process improvements and facilitate teamwork across businesses to achieve end-to-end customer experience.
Drive the culture change programme within the organization to align behaviors with service excellence objectives.
Consult with heads of other teams to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
Plan and coordinate customer service events e.g., Customer Service Week, UBA events, and round tables/seminars on customer service/experience.
Be the service change agent across the Bank and work with HR to implement internal staff engagement activities to boost culture around service excellence.
Manage the performance and development of staff within the customer experience section in line with the HR policy and the performance management guideline. more