Customer Service Manager at Aza Finance

Job Summary

The role holder is responsible for driving customer service excellence and the overall maintenance of service standards by offering expertise and supporting, while maintaining and strengthening new and existing client relationships by providing excellent customer Service.

Customer Service is a critical point of contact for our customers who have questions, issues or feedback, so we’re looking for an empathetic leader, with the relevant experience and skills, to help build the vision for excellent standards in client relationship management, and to help in-still a customer-centric culture at AZA Finance. This is an exciting opportunity to help take Africa’s leading digital F/X company to the next level.

Requirements

• Bachelors’ degree
• 4-6 years’ experience in a Customer Support environment in Financial Institution
• Experience in MIS reporting and business analysis
• Project Management skills
• People and Performance Management
• Problem Solving skills
• Operations and Risk Management
• Stakeholder Management

Responsibilities:

Service Standard 40%

• The role holder will coordinate the resolution of complaints relating to the company’s business and drive the customer-centric view agenda.
• Drive the team to be compliant with complaint management processes via service level agreement (SLA) adherence and customer relationship management (CRM) usage; customer issue resolution for all escalations
• Responsible for identifying opportunities for customer-centric process improvements based on the outputs of Root Cause Analysis (RCA), track voice of the customer (VOC) and customer pain points (CPP)
• Champion improvements in service excellence through training, management information and continuous improvement
• Partner the management/ stakeholders and drive better customer experience standards across the company
• To ensure customer experience standards and product knowledge are adhered to in order to maintain high level performance across team
• To co-ordinate and support all team members across all roles to ensure the existence of an environment where the team has high engagement, motivation and energy levels by being highly responsive to their concerns and needs
• To ensure best practice standards are adopted with constant review of teams metrics and processes in comparison with best-in-class Customer Experience
• Conduct research to inform the design of the service philosophy and support framework
• To develop and follow through service improvement initiatives and processes from Customer feedback obtained from customers to ensure overall service improvement
• Execute and implement of customer experience delivery strategies all products
• Support and participate in company projects that touch on service delivery with a view to have the VOC represented and enhance the Customer Value proposition
• Develop strategies to increase the quality and efficiency of our digital products and services
• Delivery of business key performance indicators (KPIs) on customer experience, strategic projects, complaint reduction, close looping, build organization’s CX analytical capability, VOC trend analysis and reduce customer pain points and process compliance MIS data analysis, reporting and business reviews.

Complaints and Feedback Management 30%

• Review and coordinate roll out of Customer Feedback Management Process
• Improve and maintain effective internal Quality Assurance (QA) programs
• Accountable for dealing with complex customer complaints relating to Business and ensure that complaints are managed and progressed to timely resolution
• Work closely with the branch customer CS teams to help successfully recover and enhance customer relationships through complaint management/liaison
• Track VOC, Customer Pain Points (CPP) and implement action resolution items to enhance CX
• Conceptualizing and enhancing CRM capabilities to capture customer VOC, analytics and workflow management for customer resolutions

• Resolve customer complaints and follow-up on escalated service related issues and compiling FCA (Financial Conduct Authority) complaints
• Work with relevant departments to implement CX enabling technology In collaboration with cross functional teams design Customer Journey Mapping (CJM) to enhance user experience of products and services before launch
• Analyze Voice of Customer (VOC) and advise business on potential risk areas and leverage on strong areas for business development.

Audit and Compliance 20%

• Develop an interdepartmental SLA to provide guidelines and time frames for resolution of complaints / queries; monitor SLA breaches
• Weekly CRM usage reports to be shared with Regional Branch Managers to drive usage
• Monitors CX performance, highlight gaps, provide direction to team
• Ensure compliance on customer handling as per Prudential guidelines, Consumer Protection Act
  and regulatory bodies
• Document regular review to ensure thresholds on requirements are met
• Ensure closure of internal / external audit items, adherence to key result indicators (KRIs) and compliance register .

Staff Development 10%

• Improve quality assurance framework measure for quality at all touch points and ensure that customer experience teams perform within expected quality standards
• Generate training needs analysis and provide Customer Experience training