Head of Operations / Lead Customer Service

Position Overview


The Head of Operations / Lead Customer Service Officer plays a strategic and operational role in ensuring seamless service delivery and effective customer relationship management within Neptune Microfinance Bank. This role is responsible for overseeing daily banking operations, supervising customer service teams, managing transactional authorizations, and promoting the bank’s consumer banking products.
The role demands a strong blend of leadership, operational oversight, customer service excellence, and technological fluency to enhance customer satisfaction and ensure compliance with operational policies and regulatory requirements.


Key Responsibilities

Customer Relationship Management


Serve as the primary point of contact for customer-related matters.
Ensure customer inquiries, complaints, and issues are handled professionally and promptly.
Foster and maintain strong, trust-based relationships with both walk-in and digital customers.
Promote and model excellent customer service practices bank-wide.


Vault and Security Oversight


Maintain strict oversight of the vault, cash management systems, and other valuable assets.
Implement and monitor security protocols to ensure asset safety in line with regulatory expectations.
Conduct periodic vault audits and ensure accurate reconciliation.


Service Delivery Coordination


Coordinate and supervise the customer service and operations teams to ensure effective and efficient delivery.
Monitor performance metrics and establish service level targets.
Ensure team compliance with banking regulations, internal controls, and customer service protocols.


Sales and Product Promotion


Actively promote consumer banking products and services to new and existing customers.
Work closely with the Marketing and Product teams to support cross-selling strategies.
Train team members on product features, benefits, and customer engagement techniques.


Customer Feedback and Satisfaction


Conduct regular customer satisfaction surveys and gather feedback through various touchpoints.
Analyze feedback trends and identify areas for service improvement.
Design and implement strategies to elevate customer satisfaction and reduce churn.


Process Improvement


Review operational workflows and recommend innovations to streamline processes.
Collaborate with internal teams to reduce service bottlenecks and optimize turnaround time (TAT).
Lead initiatives to digitize or automate manual processes where applicable.


Transaction Authorization


Review and approve customer transactions in accordance with established limits and risk policies.
Ensure compliance with banking standards, AML/KYC regulations, and internal guidelines.
Support internal controls by documenting all authorization activities.


Technology Utilization


Leverage customer engagement platforms like Salesforce, Microsoft Dynamics 365, and chatbots to deliver improved service outcomes.
Train team members on use of digital tools and ensure integration with day-to-day operations.
Use data analytics tools to derive insights from customer behavior and service performance.


Other Duties as Assigned


Support cross-departmental initiatives and represent the bank in customer forums, regulatory reviews, or audits.
Perform any other functions as assigned by the Managing Director to ensure business continuity and customer satisfaction.


Key Competencies & Skills


Excellent interpersonal and communication skills
Strong leadership and team management ability
Deep understanding of customer service principles in the banking sector
Knowledge of microfinance operational guidelines
Integrity, accountability, and attention to detail
High-level proficiency with CRM and digital banking platforms
Ability to manage pressure and resolve conflicts effectively


Minimum Qualifications


Bachelor’s Degree in Business Administration, Banking & Finance, Economics, or related field.
Minimum of 3 years of relevant experience in banking operations and customer service, with at least 1 years in a supervisory role.
Experience in microfinance or retail banking is an added advantage.


Performance Indicators


Customer satisfaction and retention rates
Reduction in service complaints and resolution turnaround time
Team performance and adherence to SLA
Operational compliance and audit results
Growth in product uptake and sales conversion rates