Head, Service Excellence at Equity Bank Kenya

The role holder is responsible for driving superior customer fulfillment by leading a excellent service framework focused on quality, compliance, and continuous improvement. This role champions customer-centricity aligns service delivery with strategic goals, and enhances operational efficiency to boost satisfaction, loyalty, and brand trust, reporting to the Head of Customer Experience & Communication.

Key Accountabilities

Service Quality Assurance & Compliance

• Lead the development and implementation of service quality frameworks to ensure adherence to internal standards, regulatory requirements, and customer expectations.
• Establish and monitor quality assurance programs to drive consistency and compliance across all channels.

 Experience Monitoring & CX Performance Management

• Oversee service monitoring initiatives, ensuring CX performance is measured and tracked using clearly defined KPIs.
• Utilize data analytics and VOC insights to identify trends, uncover pain points, and drive decisions that improve customer experience and operational efficiency.

 Process Optimization & Innovation

• Identify service delivery gaps and inefficiencies, and implement process improvement initiatives that streamline operations, reduce turnaround times, and enhance customer satisfaction.
• Champion a culture of innovation and continuous improvement within the Service Excellence team.

 Knowledge Management & Capacity Building

• Develop and maintain a centralized knowledge management system to support frontline teams with up-to-date product and service information.
• Oversee the design of training programs to enhance service competencies, product knowledge, and communication effectiveness.

 Customer Escalations & Issue Resolution

• Provide senior oversight for high-impact or complex customer escalations.
• Collaborate with internal stakeholders to ensure timely, effective, and customer-focused resolutions while safeguarding the bank’s reputation.

 Stakeholder Engagement & Cross-Functional Collaboration

• Act as a service excellence ambassador across the organization by building strong cross-functional relationships.
• Collaborate with the CX business partnering team to embed customer insights into strategic decisions and support service-related change and transformation initiatives

Qualifications

Education and experience

• Bachelor's degree in a business-related field.
• A master’s degree is an added advantage.
• Minimum of 12 years’ experience in Banking/financial institution or relevant sector, with a minimum of 5+ years in management capacity.
• A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Service Excellence.
• Experience of leading and delivering change and business improvement initiatives, including people and cultural change.
• A strong understanding of service excellence principles.
• Knowledgeable about service monitoring & process improvement, service quality assurance, use of data analytics for decision making, knowledge management & training.
• Demonstrated ability to ensure regulatory compliance as well as policies, procedures, risk parameters and guidelines of the organization are met.