Job Purpose Statement
Responsible for analysis of Quality data to generate reports and insights that support to the CX partners, tracking of daily compliance to assigned Bank processes and procedures and working with the CX Business partner to identify areas of intervention.
Key Accountabilities (Duties and Responsibilities)
Design and implement a framework that will continuously deliver;
Ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment.
Minimization of exposures to and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, and Consumer protection Act (Kenya) and any other consumer guidelines as guided by country of operations.
Internal Business Processes 45%
Reporting: Preparation of periodic quality reports for continuous monitoring and adherence to customer experience KPIs and SLAs.
Analysis: Qualitative and Quantitative analysis as per agreed customer satisfaction tracking system parameters.
Process Improvement through closure of feedback cycle through analysis of customer feedback and provision of insights and recommendations based on gaps identified from internal processes to improve customer experiences.
Facilitating and follow up of both internal and external overdue customer service request, complaints and inquiries logged on CRM by responsible teams.
Regular follow up of Aged IBPS cases to ensure that no overdue items are held in the processing queues.
Customer Touch Point Quality
Conducting Service Audits at all customer touch points so as to safeguard consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency
Identifying customer Service training gaps and recommending the same for scheduling and action.
Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all service quality KPIs are adhered to.
Learning and Growth 15%
Manage personal learning and development against personal develop plan
reporting Relationships: Jobs That Report to This Position Directly and Indirectly
Direct Reports None
Indirect Reports None
Ideal Job Specifications
University degree Upper 2nd Class Honors or 3.0 GPA
Ideal Job Specifications
Proficient in use of relevant MS Office applications and statistical packages.
Great self-drive and meeting of deadlines.
Desired work experience:
At least 3 years’ working experience in banking, preferably in a customer service role
Branch experience would be an added advantage
Bank Core Value Behaviours (Performance Drivers)
Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks
Knowledge and understanding of emerging industry trends in Customer Experience
Should possess the sound organizational and planning skills with a solid and attention to detail
Problem solving skills
Innovativeness and root cause analysis capability
Knowledge on internal bank policies, strategies, processes and procedures to consistently achieve required Compliance Standards or benchmarks
Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
Excellent written, presentation and oral communication skills.
Ability to work independently, self-directed and solutions-oriented
Energetic and engaging with passion directed at influencing great delivery of service
Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
How to apply
For more information and job application details, see; https://ke.ncbagroup.com/jobs/cx-analyst-business/