Customer Service Manager

Customer Service Manager

At Hana-Mera Recruitment, we specialize in helping startups hire smart, not just fast. We understand the unique pressure founders face: tight timelines, limited resources, and the critical need to make every hire count. One wrong hire can slow momentum. The right one? Game-changing. With a proven track record of helping startups across Nigeria, India, the US, and beyond, we’ve successfully placed high-impact talent across product, engineering, operations, growth, and leadership. From seed stage founders making their first hire to scaling startups expanding globally, we’ve been the trusted partner behind growth. But we’re not just here for startups, we’re here for talent, too. We help job seekers become standout candidates through CV revamps, LinkedIn optimization, and personalized career strategy. Whether you’re breaking into the startup world or taking the next big step, we help you get seen and get hired. We know startups. We know talent. And we know how to bring the right people together when it matters most.

We are recruiting to fill the position below:

Job Position: Customer Service Manager

Job Locations: Akwa Ibom and Delta

Employment Type: Full-time

The Role

• We are seeking an experienced Customer Service Manager to lead the customer service team, drive service excellence, manage customer issues and support the bank’s sales and relationship growth objectives.

Key Responsibilities

• Lead, manage and coach the Customer Service team to deliver excellent customer experience.
• Set and monitor weekly and monthly team goals and performance.
• Handle and resolve complex customer enquiries, complaints and service issues.
• Drive customer retention, satisfaction and loyalty.
• Support account opening, loan applications, referrals and cross-selling of banking products.
• Identify customer needs and recommend appropriate banking solutions.
• Monitor service quality and provide regular coaching and performance feedback to team members.
• Ensure compliance with operational, audit and security procedures.
• Monitor customer feedback and implement improvements where required.
• Promote the use of digital banking and alternative channels.
• Prepare and review reports on customer service performance and team productivity.
• Work with other teams to improve service delivery and contribute to the growth of the bank’s deposit and loan portfolio.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Management, Telecommunications or a related field.

• Minimum of 6–7 years of experience working in banking/financial services.

• Strong experience in Banking Customer Service/Customer Information Service.

• Proven team leadership and people management experience.

• Strong knowledge of banking operations, customer service, compliance and audit.

• Excellent communication, problem-solving and relationship management skills.

• Strong attention to detail and ability to work under pressure.

• Good knowledge of digital banking solutions and customer service channels.

• Note

• This is a senior banking role.

• Applicants must have previous experience working in a bank or financial institution, with relevant Customer Service experience. If you do not have banking experience, please do not apply.