Manager, Service Monitoring & Improvement at Equity Bank Kenya

Job Purpose Statement

• Responsible for looking at monitoring service delivery and championing process improvement initiatives to ensure the smooth and efficient operation of services. This role involves managing service quality assurance, data analytics for CX excellence, identifying areas for improvement, and implementing strategies to enhance the overall quality of services. This position reports to the Senior Manager, Service Excellence.

Key Accountabilities

• Monitoring Service Performance: The manager is responsible for monitoring the performance of various services offered by the organization. This includes tracking key performance indicators (KPIs) such as service uptime, response times, customer satisfaction, and other relevant metrics.
• Issue Identification and Troubleshooting: When service-related issues arise, the manager is responsible for identifying the root cause of the problem and coordinating with relevant teams to resolve it promptly. This may involve collaborating with IT, customer support, or other departments.
• Data Analysis and Reporting: Analyzing service data is essential for identifying trends, potential bottlenecks, and areas for improvement. The manager should generate regular reports on service performance and present the findings to stakeholders and upper management.
• Process Improvement: The manager should continually assess service delivery processes and workflows to identify opportunities for optimization and streamlining. This may involve implementing industry best practices or adopting new technologies to enhance efficiency.
• Service Level Agreement (SLA) Management: Collaborating with stakeholders to establish SLAs for various services and ensuring that the organization meets these commitments. This involves setting realistic service targets and continuously monitoring performance against those targets. 
• Incident Management: When critical incidents occur, the manager should be involved in incident management, ensuring that proper protocols are followed, and the incident is resolved with minimal disruption to services. 
• Continuous Improvement Initiatives: Leading efforts to drive a culture of continuous improvement within the service delivery teams. Encouraging and supporting employees to come up with innovative ideas to enhance services. 
• Customer Feedback and Satisfaction: Gathering customer feedback, conducting surveys, and monitoring customer satisfaction metrics to understand customer needs and expectations better. Using this information to improve service offerings.
• Performance Reviews and Feedback: Providing regular performance feedback and conducting performance reviews for team members to ensure alignment with organizational goals and to identify opportunities for growth.

Qualifications
Education and experience

• Bachelor's degree in a business-related field.
• A Master’s Degree is an added advantage.
• A strong understanding of service monitoring principles.
• Knowledgeable about service monitoring & process improvement, service quality assurance and use of dashboards for reporting.
• Demonstrated ability to design and deploy dashboards using best practice data analytics techniques, track CX Metrics and KPIs.

Knowledge & Skills 

• Management abilities.
• Detail-oriented.
• Strong reporting skills for strategic decision making.

Work Experience:

• Minimum of 8 years’ experience in a financial institution, with a minimum of 3 years in supervisory capacity.
• A track record of developing & implementing data driven dashboards, delivering continuous improvement in service delivery and tracking SLAs.

General Competencies

People            

• Employee satisfaction
• Employee coaching

Customer Focus        

• Customer satisfaction
• Customer loyalty
• Channel satisfaction

Business Systems & Infrastructure    

• Productivity Tracking
• Process review with customer impact in mind
• Process management

Technical Competences

• Knowledge of Service Monitoring & Improvement Best Practice Standards: Service Quality Assurance and Data Analytics.
• Conceptual and Analytical Skills:  Ability to quickly grasp and understand systems and keen to detail. 
• Technology Skills: Knowledge of BI & Data Analytics tools and service monitoring systems.
• Business Process Management: Knowledge of business process improvement methodologies.