Senior Manager, Service Monitoring & Quality Assurance at Equity Bank Kenya

Job Purpose 

The role holder will be responsible for monitoring service delivery and championing process improvement initiatives to ensure the smooth and efficient operation of services, 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 Service Excellence Lead.

Key Accountabilities

• Monitoring Service Performance: Monitor the performance of various services offered by the organization including tracking key performance indicators (KPIs) such as service uptime, response times, customer satisfaction, and other relevant metrics.
• Issue Identification and Troubleshooting: Identify the root cause of the problem and coordinate with relevant teams to resolve it promptly through collaborating with IT, customer support, or other departments.
•  Data Analysis and Reporting: Analyze service data to identify trends, potential bottlenecks, and areas for improvement. Generate regular reports on service performance and present the findings to stakeholders and upper management.
• Process Improvement: Continually assess service delivery processes and workflows to identify opportunities for optimization and streamlining through implementing industry best practices or adopting new technologies to enhance efficiency.
• Service Level Agreement (SLA) Management: Collaborate with stakeholders to establish SLAs for various services and ensures that the organization meets these commitments by setting realistic service targets and continuously monitoring performance against those targets. 
• Incident Management: Manage critical incidents by ensuring that proper protocols are followed, and the incident is resolved with minimal disruption to services.
• Continuous Improvement Initiatives: Lead 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: Gather customer feedback, conduct surveys, and monitor customer satisfaction metrics to better understand customer needs and expectations
• Performance Reviews and Feedback: Provide regular performance feedback and conduct performance reviews for team members to ensure alignment with organizational goals and identify opportunities for growth.

Qualifications

Education and Work Experience

• Bachelor's degree in a business-related field.
• A Master’s Degree is an added advantage.
• Minimum of 8 years’ experience in a financial or related institution, with a minimum of 3 years in supervisory capacity.

 Knowledge, Skills & Competencies:

• Excellent knowledge of 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.
• A track record of developing & implementing data driven dashboards, delivering continuous improvement in service delivery and tracking SLAs.
• 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
• A strong understanding of service monitoring principles.
• Knowledge of business process improvement methodologies
• Detail-oriented.
• Strong reporting skills for strategic decision making.
• People management skills.
• Coaching skills.

Customer Focus      

• Customer satisfaction
• Customer loyalty
• Employee satisfaction
• Channel satisfaction

 Business Systems & Infrastructure

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