JOB SUMMARY:

The overall purpose of this role is to drive quality of service delivery and implementation of best-in-class customer experience across all customer touch points and the overall maintenance of service standards by offering expertise and support to the different teams across SBM Bank Kenya; drive Service Excellence across all touch points.

KEY RELATIONSHIPS:

Quality Assurance - 40%

• Drive quality of service delivery and implementation of best-in-class customer experience across all customer touch points
• Champion customer centricity through tracking of Key business KPIs on customer experience
• VOC Management -Collection, Analysis, and implementation of customer feedback
• Work with stakeholders to identify and streamline all inefficiencies in customer service processes through identification and reduction of all customer pain points. 
• Drive the Branches and Central Office Customer Touch points to be compliant with complaint management processes via SLA adherence and CRM usage.
• Preparation of timely and accurate Customer Experience MI Reports that reflect the performance across various service touch points and support business decision making.
• Identification of opportunities for customer-centric process improvements based on the outputs of Root Cause Analysis (RCA).
• Partnering with stakeholders within the business to drive better customer experience standards throughout the Bank’s business.
• Adoption of best-in-class customer experience standards across all customer touch points through monitoring and evaluation and constant review of branch CX metrics and processes.
• To develop and follow through service improvement initiatives and processes from Customer feedback obtained from branches and customers to ensure overall service improvement.
• Execute and implement of customer experience delivery strategies at the branches.
• Support and participate in all programs and projects in the bank that touch on service delivery with a view to have the customer voice represented.
• To cascade customer experience best practice strategies bank wide to ensure that they have the knowledge and assist to execute their duties.
• Manage projects and ongoing support issues, reference-ability, strategic and quarterly business planning, and business process reviews.

Reporting and MIS - 20%

• Lead the Quality Assurance Team in developing frameworks and methodologies to scale quality assurance program within the bank.
• Data and analytics to Identify and Track Key Performance Indicators and customer trends.
• Maintain and improve operational QA processes, documentation, SLAs, and KPIs
• Perform data analysis and build reporting frameworks through use of data visualization tools, intermediate to sophisticated spreadsheet functions.
• Identify and solve gaps in the QA program.
• Monitor and report Quality metrics, deep dive and identify trends/root causes.
• Leading collaboration across levels and departments to champion awareness, understanding, and utilization of customer feedback to improve the customer experience.
• Responsible for identifying opportunities for customer-centric process improvements based on the outputs of Root Cause Analysis (RCA)
• Accountable for dealing with complex customer complaints relating to the Bank’s Business and ensure that complaints are managed and progressed to timely resolution.
• Conceptualizing and enhancing CRM capabilities to capture customer VOC, analytics and workflow management for customer resolutions.
• Analyze Voice of Customer (VOC) and advise business on potential risk areas and leverage on strong areas for business development.
• Design and execute VOC Program for all customer touch points.
• Mystery shopping framework.

Compliance and Audit - 15%

• Eliminate customer complaints through development of initiatives to drive effective customer contact management by all team members.
• Ensure adoption of service recovery and ADR framework and end to end prudential guidelines on complaints handling.
• CBK regulatory reporting, Prudential guidelines adherence and any other regulatory reporting.
• Interdepartmental SLA framework and adherence tracking
• Ensure delivery of comprehensive controls covering Complaints Management, Service Quality and all the key business requirements within Customer Experience and ensuring any gaps in the review process are identified, tracked and closed
• RCSA and KRI Tracking – Compliance with risk regulatory framework; monitoring and evaluating key risk indicators associated with deliverables against industry regulatory and internal compliance commitment.
• Undertake checks and report on end-to-end process themes, deep dives including the assessment of control environments within the department on complaints management, service quality checks, reviews across service touch points and other areas as guided.

Learning and Development - 15%

• Delivery, productivity, and achievement of quality targets at the QA unit aimed at fostering a culture of high performance.
• Use of strategic tools e.g. Lean thinking, six sigma and agile tools to create a niche experiential experience for the business and customers.
• Develop quality assurance framework measure for quality at all touch points.
• Generate training needs analysis leveraging on available customer feedback channels and provide Customer Experience training.
• Create a culture and develop a talented team that routinely makes excellent decisions on behalf of our customers and the business.
• Partner with HR Learning and development team using results from monitoring and other quality programs to create or revise training materials to address skillset and knowledge gaps identified.
• Develop and implement staff learning action plans for the branch customer experience teams.
• Generate training needs analysis and provide Customer Experience training.

Financial - 10%

• Implementation of profitable strategies to ensure retention of existing customers while also identifying opportunities for growth within the existing Customer Lifecycle framework.
• Design a robust data driven customer engagement and insights framework to drive CLV across the customer lifecycle stages and increase customer product uptake.
• Utilize customer insights and churn data to inform business decisions on customer win back strategies.

KEY RELATIONSHIPS:

Direct Reports to this Position

• Front Office Officers
• Quality Assurance Analyst

Customers of this Position

• Internal and External Customers
• All Departments in the bank

Knowledge: Skills and Experience required for this Role

• Bachelor's degree or equivalent experience
• 6-8 years’ experience in a customer experience environment, 3 of which should be managing a quality assurance or service excellence function within a financial organization.
• A background in Customers Experience with a focus on driving constant iterative improvements to the overall customer experience strategy.
• Proven track record of analytical skills; Passionate about diving deep into data and identification of patterns and insights
• Hands-on experience in the customer service space, CX quality assurance, and/or leading contact center quality assurance and/or voice of the customer programs
• Data visualization abilities and understanding of support metrics.
• Problem-solving capabilities to create meaningful strategies to improve support quality.
• Outstanding communications skills with a demonstrated ability to build business relationships at all levels of the organization.
• Passionate leader who can motivate and build a high performing quality team.
• Proven track record of managing program/ project management that includes coordination of multiple internal and external resources.
• Demonstrable experience and competency in implementation of customer experience strategies
• Good knowledge of banking products, services and banking regulations and statutory requirements Thorough understanding of the complaint’s lifecycle and root cause analysis
• Expertise in Customer Experience Management in a Management role
• Structured Problem-Solving Techniques and competent in analyzing data
• People and Performance Management
• Customer Relationship Management
• Operation and Risk Management
• Strategic, Leadership & Business Management
• Certification in Quality Assurance a plus

Competencies required for this Role

• Strong customer empathy and advocacy
• Data analytics and Insights Reporting
• Formulating Strategies and Concepts
• Leading & Supervising
• Deciding and Initiating Action
• Adhering to Principles and Values
• Presenting and Communicating Information
• Persuading & Influencing
• Delivering Results and Meeting Customer Expectations
• Working with People