CX Analyst, Key processes at NCBA Group

Responsible for analysis of Quality data to generate reports and insights that support the CX partner and respective units and tracking of daily compliance to assigned Bank processes and procedures to identify areas of intervention.

Key Accountabilities (Duties and Responsibilities)

Financial 15% Risk Management:

• 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.
• Review SLA adherence within key customer impacting processes to ensure that customers are receiving services as promised through tools such as CRM.
• To review gaps in SLA adherence and engage internal stakeholders including the affected units and BPM to close the gaps.
• 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 25% Customer Touch Point Quality

• Conducting Service Audits for different bank processes 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% Personal Growth

• Manage personal learning and development against personal develop plan

Ideal Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• 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

Bank Core Value Behaviours (Performance Drivers)

• Open
• Trusted
• Responsive
• Driven

Technical Competencies

• 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.

Behavioural Competencies

• 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