Job Purpose Statement
Responsible for looking at quality of service delivery to ensure excellence is achieved in customer fulfilment across all Bank products and services. Champion a customer centric culture in service excellence. This role focuses on elevating customer service standards by ensuring that customers have a positive and satisfying experience throughout their interactions with the bank.
This position reports to the GM – Customer Experience & Communication.
Key Accountabilities.
Process Improvement: Identifying inefficiencies in customer service processes and implementing changes to streamline operations, reduce response times, and enhance overall service delivery.
Customer Experience Management: Ensuring that all interactions with customers, whether it’s through in-person interactions, phone calls, emails, or digital channels, meet or exceed customer expectations.
Data Analysis and Metrics: Using data analytics to measure customer satisfaction, identify trends, and track key performance indicators (KPIs) related to service excellence. This data-driven approach helps in making informed decisions to enhance the customer experience.
Knowledge Management & Training: Designing and implementing customer service training programs to improve their skills, product knowledge, and communication abilities.
Handling Escalations: Overseeing the resolution of complex customer issues and escalations that require the involvement of higher management. Ensuring timely and satisfactory resolutions to maintain customer loyalty.
Cross-Departmental Collaboration: Collaborating with other departments to gather feedback from customers and implement improvements based on their insights.
Customer Feedback Management: Implementing systems to collect, analyze, and act on customer feedback. Regularly soliciting feedback from customers and incorporating it into the service improvement process.
Quality Assurance: Implementing quality assurance programs to monitor and evaluate the performance of customer service representatives, ensuring that they adhere to company policies and provide consistent service.
Innovation and Continuous Improvement: Ensure alignment with industry best practices and trends and fostering a culture of innovation and continuous improvement within the service excellence team.
Qualifications
Education and experience
Bachelor’s degree in a business-related field.
A Master’s degree is an added advantage.
A strong understanding of service excellence principles.
Knowledgeable about service monitoring & process improvement, service quality assurance, use of data analytics for decision making, knowledge management & training.
Demonstrated ability to ensure regulatory compliance as well as policies, procedures, risk parameters and guidelines of the organization are met.
Knowledge & Skills
Leadership and management abilities.
Strategic and Detail-oriented.
Strong process and planning orientation.
Balances team’s needs with strategic business objectives.
Work Experience:
Minimum of 12 years’ experience in Banking or financial institution, with a minimum of 5+ years in management capacity.
A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Service Excellence.
Experience of leading and delivering change and business improvement initiatives, including people and cultural change.
General Competencies
People
Employee satisfaction
Employee retention
Competence development
Customer Focus
Customer satisfaction
Customer base growth targets
Customer loyalty
Channel satisfaction
Business Systems & Infrastructure
Productivity or resource utilization standards or benchmarks.
Process review with customer impact in mind.
Process management.
Audit ratings.
Innovation and change management programs.
Technical Competences
Knowledge of Service Excellence Best Practice Standards: Service Quality Assurance, Service Monitoring & Improvement and Knowledge Management.
Service Compliance & Risk Management: Ability to champion service compliance and risk management culture.
Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
Technology Skills: Knowledge of Data Analytics techniques and service monitoring systems.
Business Process Management: Knowledge of business process improvement methodologies.
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