Customer Service Manager (Chinese Clients)

This role requires managing complex client service needs with a focus on building and maintaining enduring trust. You will also promote and educate clients on using digital channels, including mobile and web platforms, to foster enhanced engagement and self-service capabilities. Your contribution will directly influence customer satisfaction and retention, making this position integral to our continued growth and reputation for excellence. This full-time office-based role is situated in our Nairobi branch, offering an inclusive, collaborative working environment where diversity of thought and experience is highly valued.

1. Provide comprehensive administrative and operational support to Relationship Managers servicing the Chinese business client segment, ensuring seamless onboarding and consistent management of client portfolios with a keen eye on compliance requirements including AML, CDD, and credit risk oversight.
2. Efficiently manage complex inbound service requests and escalations, ensuring client concerns are addressed promptly and with the utmost professionalism to uphold and enhance satisfaction levels.
3. Act as a digital ambassador by educating and guiding clients in the utilization of digital banking platforms such as mobile apps and web portals, thereby promoting self-service and operational efficiency.
4. Develop and sustain long-term, trust-based relationships with clients by anticipating their service needs and providing tailored support responsive to their business objectives and expectations.
5. Proactively engage with clients to handle inquiries, fulfill service requests accurately and timely, and facilitate smooth transaction processes.
6. Maintain up-to-date Client Due Diligence (CDD) and Anti-Money Laundering (AML) documentation, contributing to the bank’s unwavering commitment to regulatory compliance and risk mitigation.
7. Monitor client credit profiles attentively, collaborating with internal teams to support sound credit management and responsible banking practices that protect both the client and the institution.

1. Experienced professionals with a well-rounded understanding of Business banking products and services.
2. Bilingual in Mandarin and English.
3. Skilled in navigating complex regulatory landscapes.
4. Comprehensive Product Expertise: Deep knowledge of Business banking products to provide insightful counsel and facilitate effective cross-selling strategies.
5. Superior Client Relationship Skills: Demonstrated ability to build enduring client relationships through empathetic communication and trustworthiness.
6. Collaborative Mindset: Proven experience working closely with cross-functional teams to ensure seamless delivery of client services.
7. Proactive and Responsive Approach: Capacity to prioritize effectively and address client needs with urgency and precision.
8. Ethical Trust Building: Commitment to transparency and integrity in all client interactions, establishing confidence.
9. Technical Savvy: Adept at using digital banking platforms and internal systems to enhance service delivery and compliance monitoring.
10. Strong educational credentials complemented by practical banking experience pertinent to client servicing particularly within the business banking domain.
11. Bachelor’s degree in Business, Finance or related discipline, or equivalent professional certification.
12. Practical exposure to banking products, client relationship management, and adherence to compliance processes.
13. Familiarity with modern digital banking solutions and compliance technologies to support client interactions and operational efficiency.