Job Role : Head, Help Desk Transaction Banking DUTIES AND RESPONSIBILITIES Oversee the activities of Transaction Banking Help Desk Team and provide direction and guidance in the execution of the unit’s functions. Responsible for developing strategies for excellent service delivery to both internal and external customers of the bank. Coordinate response to all internal and external enquiries related to transaction banking including RMs, all customers, and TB sales Team Ensure that all calls received on Help Desk, login incident types with description, resolution, and open and close dates/times are responded to. Escalate issues to relevant departments in the Bank and follow through to resolution Determines and coordinates procurement of work tools required by the customer service unit to function effectively. Prepare reports to Group Head Transaction Banking on Help Desk activities such as incident types and occurrence levels Responsible for the adequate training of staff to build competencies and skills sets required for the job. As part of the Bank’s Information Security requirements, maintain the security of all Information entrusted to the staff and comply with the principles and policies in the Information Security Handbook EDUCATION BSc MBA or advance degree equivalent in IT, business administration, or related field will be an added advantage EXPERIENCE Minimum 3 years of experience in a customer service role