Service Improvement Manager at NCBA Group

Driving of Customer Experience across various digital customer touchpoints and other points of interaction with the aim of ensuring that we are consistently delivering the service as expected and proactively responding to customer pain points and continuously improving service to our customers.

Key Accountabilities (Duties and Responsibilities)

Internal engagements 20% 

• Reviewing customer experiences across different channels including Online Banking, Mobile Banking, Cards and other digital touchpoints.
• Mining of service improvement areas from VOC reports, transactional data reports and other internal engagements held with stakeholders and
• recommending improvement areas based on strategic data insights.
• Developing service improvement strategies in collaboration with internal stakeholders that will drive continuous improvement across the various bank customer touch points. Such stakeholders will include the Contact Centre, branches, Cash Management team and other support teams.
• Ensure effective management and execution of the service improvement strategies in collaboration with the IT team and other stakeholders.
• Performing system tests together with the key product owners to ensure that solutions provided
• meet the customer needs and expectations and are aligned with the NCBA Customer Experience

Essence.

• Ensuring that proper documentation of processes is done to support any changes that are effected in liaison with the affected teams and BPM.
• Ensuring that key initiatives are budgeted for and
• tracking the budget to ensure that spend is within budget.

Internal business processes 35% 

• Reporting
  • Documentation of all strategies
  • Reporting on the status of ongoing key Customer
  • improvement initiatives to the respective stakeholders and through the Customer Experience
• Management reports.
  • Regular reporting of impact of service related inefficiencies to customers and the bank bottom line and strategy of going for the top.
  • Document the benefits derived from the respective initiatives in terms of key customer metrics.
• Collaborate
  • With all CX Partners, Consumer Insights team, Business process, Strategy teams to drive continuous improvement towards service excellence and synergised efforts
  • Bring together teams for better engagement and teamwork on resolution of key customer pain points.
  • Insight
  • Mine from various data sources to generate strategic service improvement initiatives.

Customer 25% 

• Customer Focus
  • Generate strategic insights from Service Audits and research done at all customer touch points to improve the customer’s experience.
  • Track and report on impact of service improvement strategies.
  • Ensure a customer centric approach across the bank’s people and service touch points.
  • Ensure the VOC is embedded in the bank’s products. 

Learning and growth 10% 

• Personal Development
  • 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.
• Certification in Quality Assurance an added advantage
• Quality Assurance experience an added advantage
• Project management

Desired work experience:

• At least 7 years working experience in a project management/IT or Customer Experience 

NCBA Bank Core Value Behaviours (Performance Drivers)

Living the core bank values of being:-

• Driven
• Open
• Responsive
• Trusted

Ideal Job competencies

Technical Competencies

• Leadership and team management
• Excellent problem solving and analytical skills
• Knowledge and effective application of all relevant bankingpolicies, processes, procedures and guidance to consistently achieve required compliance standards or benchmarks
• Knowledge of MS Office applications and statistical packages.
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
• Coaching and training

Behavioural Competencies

• Strategic service improvement agent
• Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself.
• Should possess the sound organizational and planning skills with a solid an attention to detail.
• Excellent interpersonal skills.
• Excellent written and oral communication skills
• 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.
• Customer focus Manage and guide on requirements and quality of report outputs from CX Analysts to ensure that actionable insights are generated.
• Ensure timely cascade of reports with all stakeholders.