Customer Obsession Culture Manager at Absa Bank Limited

Job Summary

1. To drive the adoption and implementation of the bank’s Customer obsession strategy/ initiatives within the country and deliver the group’s customer obsession value
2. This role is responsible for pulling together and reporting all customer experience culture projects and driving continuous improvement of all initiatives that impact on Customer Obsession Culture in Absa Kenya Plc

Job Description

Main Accountabilities and Approximate time split

• Strategy: Time split 20 %
  • Advocating for CUSTOMER FIRST in every consideration of business, departmental strategies and service delivery
  • Breaking down the service strategy into actionable bits by individual staff and departments
  • Identify customer experience innovations and share with leadership for implementation where possible
• People; Time split 60%
  • Educating all departments on their role in the Customer Obsession Strategy
  • Work closely with PF to encourage a service culture at Absa (The Absa Way)
  • Work together with Head Learning & Development (PF) to develop CX training curriculum on Absa e-learning
  • Training the frontline staff (Customer Network, Sky Branch, TMU and Contact Center)on the Art of Service Delivery
  • Working together with Front line teams to ensure development and implementation of Service Standards together with a CX Checklist
  • Educate department heads on creating a positive service environment for staff
  • Give feedback to internal customers on issues raised by customers and suggest customer centric ways to handle them
  • Work with HODs to ensure that service gaps and pain points raised by Front Line staff addressed conclusively to ensure excellence in service delivery
  • Champion a customer centric approach to solutions – not process centric/ bank centric
  • Come up with creative training topics to address any service delivery challenges
  • Work with department heads to create a Customer Experience Success Plan to ensure accountability and ownership by HODs
  • Ensure standardization of activities during CX events e.g. Customer Service Week
  • Work with MCR team to ensure customer centricity in communication to customers

Measurements Identify Customer; Time split 20%

• Championing the CX reward and recognition vs consequence management – working closely with People Function (HRBP)
• Implement CX checklists to ensure adherence to service standards
• 100% staff to have completed The Absa Way and Service Standards Training
•  Absa internal audit pass by Branches and departments

Technical skills / Competencies

• Strong people management and leadership skills
• Strong stakeholder management skills
• Strong negotiation, influencing and interpersonal skills
• Project/ Process tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel, Power Point expertise

Knowledge, Expertise and Experience

(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)

• Good public speaking and training skills
• Good understanding of The Absa Way
• Good understanding of Absa Bank processes.
• Good understanding of products/policies/plans/objectives in order to pro-actively embrace systems/procedure changes within the function.
• Ability to analyse and interpret customer and market trends.
• Will require extensive knowledge of the industry landscape, players in the market, product knowledge, technology advancement etc.
• Will be required to have an understanding of local, as well as statutes that relate to role holders function. The most important of these will be central bank’s guidelines, Absa Group office policies and procedures. Is likely to be personally responsible for compliance within function.
• Good knowledge of Telemarketing Skills.
• A good understanding of the other banking areas such as Bank operating standards, branch operations.

Experience & Qualifications

Essential

• Bachelor’s degree
• Microsoft Office Suite proficiency

Preferred

• Certified Customer Experience Professional

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)