Role overview
What you'll be stepping into
The Customer Experience Advisor – Executive Office will report to the Executive Assistant to the CEO and will provide professional, efficient, and confidential front-office and coordination services for the Executive Office.
The role serves as a primary point of contact for the Managing Director, Executive Directors, and their key stakeholders. It ensures seamless coordination of executive meetings, communications, correspondence, visitors, facilities, and executive engagements while maintaining high standards of professionalism, confidentiality, responsiveness, and customer experience in accordance with the Bank’s policies and procedures.
Key Accountabilities
Executive Office Front-Office Support
Serve as the first point of contact and professional face of the Executive Office.
Provide a warm, courteous, efficient, and professional experience to visitors, clients, regulators, Board members, executives, employees, and other stakeholders.
Manage inquiries, visitor access, reception, and appropriate direction of individuals seeking access to the Executive Office and wider floor.
Coordinate meetings, appointments, visitors, and competing priorities within the Executive Office.
Ensure effective scheduling, timely preparation, and responsiveness to the needs of the CEO, Executive Committee members, employees, and clients.
Communication and Correspondence Management
Receive, screen, record, and appropriately route telephone calls, emails, messages, and other communications on behalf of the Executive Office.
Ensure information is communicated accurately, promptly, professionally, and in line with the Bank’s communication procedures.
Receive, acknowledge, register, route, and dispatch correspondence addressed to the Managing Director and Executive Directors.
Handle sensitive and regulatory communications with appropriate confidentiality, accurate record-keeping, and adherence to document management and escalation procedures.
Executive Visits and Stakeholder Coordination
Coordinate visits to the Executive Office involving senior government officials, regulators, Board members, customers, business partners, senior executives, and other high-profile stakeholders.
Ensure appropriate reception, access, guidance, and an excellent overall stakeholder experience.
Maintain professionalism and discretion when interacting with senior internal and external stakeholders.
Meetings and Events Coordination
Prepare meeting rooms and coordinate logistical requirements for executive meetings, staff engagements, and other executive events.
Coordinate room bookings, seating arrangements, refreshments, presentation materials, visitor access, and other meeting requirements.
Support the planning and coordination of executive briefings, leadership meetings, staff engagements, and other key executive events in collaboration with the Executive Assistant and relevant Bank departments.
Executive Office Facilities and Administration
Oversee the day-to-day readiness, appearance, functionality, safety, and professional presentation of the Executive Office, meeting rooms, reception area, and related facilities.
Promptly escalate and follow up on maintenance, security, housekeeping, and other facility-related issues.
Maintain accurate and confidential records relating to executive correspondence, visitors, meetings, messages, deliveries, and other front-office activities.
Track outstanding requests and correspondence where required and ensure timely follow-up or escalation to the appropriate office or function.
Confidentiality, Compliance and Professional Standards
Maintain the highest standards of confidentiality, discretion, professionalism, and integrity when handling executive information and interactions.
Ensure compliance with Bank policies and established protocols relating to visitor access, information security, confidentiality, records management, and executive-office etiquette.
Escalate sensitive or unusual matters appropriately.
Qualifications and Experience
Bachelor’s Degree in any relevant field.
Minimum of 3–5 years’ relevant experience in executive administration, front-office management, executive support, corporate reception, or a similar role.
Experience within a banking or financial services environment will be an added advantage.
Demonstrated experience supporting senior executives, managing executive-office activities, coordinating meetings, handling executive correspondence, and engaging with senior internal and external stakeholders.
Good understanding of corporate office practices.
Knowledge of banking or financial services operations will be an added advantage, particularly regarding regulatory compliance, confidentiality, and professional protocols.
Practical experience managing confidential correspondence, document dispatch and receipt, records, registers, tracking systems, and administrative controls.
Key Skills and Competencies
Excellent verbal and written communication skills.
Ability to interact professionally and confidently with executives, Board members, regulators, government officials, clients, employees, and other stakeholders.
Strong discretion, integrity, sound judgment, and professionalism when handling sensitive and confidential information.
Strong organisational and time-management skills.
Ability to manage competing priorities, coordinate multiple activities, meet deadlines, and maintain attention to detail in a fast-paced executive environment.
Proficiency in Microsoft Office applications, electronic calendar and meeting management systems, document management systems, email, and other standard office technology.
High level of personal presentation and customer service orientation.
Strong responsiveness, courtesy, and professionalism.
Ability to remain calm, composed, and solution-oriented when handling demanding or sensitive situations.
How to apply