Job Opportunities at Rose Avenue Group

Job Description

• Our client, a leading Micro Finance Bank in Kenya is looking to hire Senior Manager Customer Experience responsible for standardizing and driving Customer Experience excellence and the overall maintenance of service standards through offering expertise and support to the branch and H/O units; devise and implement Customer Experience strategy and related policies across all touch points.
• Reports To: Head of Operations & Customer Experience

Job Responsibilities

• Develop and coordinate implementation of Customer Experience business strategies.
• Develop Contact Centre strategy and ensure proper planning, including staffing, service offering expansion and industry best practice implementation.
• Provide customer perspective in executive decision to increase the lifetime value and profitability of customers to fuel growth.
• Analyze and monitor service delivery across all customer touch points.
• Serve as a change agent, driving continual and sustainable service improvement culture through consistent exhibit and initiation of Customer Experience Excellence and Quality initiatives.
• Responsible for identifying opportunities for customer-centric process improvements based on the outputs of Root Cause Analysis (RCA), Track VOC, Customer Pain Points (CPP), and driving improvements into the business.
• Drive the Branches and Central Office Customer Touch Points to be compliant with complaint management processes via SLA adherence and CRM usage.
• Drive completion of the mandatory and discretionary management information requirements relating to complaints management, supporting the banks service delivery, operational and root cause analysis.
• Draft strategic policies and Customer Experience oriented programs, execution of the programs that provide outstanding customer experience and come up with improvements initiatives.
• Champion improvements in performance excellence through training, management information and continuous improvements.
• Delivery of business KPIs on customer experience, strategic projects, complaint reduction, close looping, build organization’s CX analytical capability, awareness on VOC trend analysis and pain trigger removal and process compliance.
• To keep abreast of best practices and make appropriate recommendation to EXCO.
• Review and coordinate roll out of customer feedback management process.
• Monitor branches & departments in respect to complaints received as well as collation of the same on CRM. Highlight key issues and pending actions.
• Accountable for dealing with complex customer complaints relating to the Bank’s Business.
• Ensure continuous improvements in Service Standards.
• Work closely with teams to help successfully recover and enhance customer relationships through complaint management /liaison.
• Design the scope of the staff and customer satisfaction surveys, NPS including mystery shopping programs at central Office Units and Branches
• Track VOC, Customer pain points and implement action resolution items to enhance Customer Experience.
• Conceptualizing and enhancing CRM capabilities to capture customer VOC, Analytics, and workflow management for customer resolutions.
• Participate in business process reviews.
• Work with relevant departments to implement CX enabling technology
• Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs.
• In collaboration with cross functional teams’ design Customer Journey mapping to enhance user experience of products and services before launch.
• Design and execute NPS, Customer Effort Score (CES) Internal CSAT surveys, mystery shopping, to gather customer feedback and recommend way forward from findings.
• Monitor customer service performance indicators by performing service quality assessments- SLAs, TATs.
• Perform bi-weekly snap checks to ensure that all information regarding the status of resolution of complaints are uploaded on CRM, closed cases on CRM were satisfactorily closed/ addressed; report shared with respective HOD’s.
• Develop an interdepartmental SLA to provide guidelines and time frames for resolution of complaints/queries.
• BI-weekly CRM usage report to be shared with HODs and branch leadership to drive usage.
• Monitors CX performance, highlight gaps and provide direction to branches / head office team day to day basis.
• Drive completion of annual attestation and Risk Control Standard Complaint processes; RCSA Document regular review to ensure thresholds on requirements are met.
• Undertake performance coaching for customer service officer.
• Designing Customer Experience via Customer Journey Mapping.
• Develop Quality assurance framework measure for quality at all touch points.
• Generate training needs analysis leveraging on available customer feedback channels and provide customer experience training.

Other Requirements

• Master’s Degree in Business related study
• At least 10 years’ experience in banking or service-related environment, preferably in leadership environment.
• Thorough understanding of the complaint’s lifecycle and root cause analysis.
• Expertise in Customer Experience management in a management role.
• Good knowledge and grasp of banking practices and regulations.
• Strong leadership, planning and communication skills.
• Structured problem-solving Techniques and competent in analyzing data.
• Understanding of Contact Centre operations
• People and Performance management.
• Customer Relationship Management
• Operation and Risk Management.
• Strategic, leadership and Business Management
• Project Management for all CX initiatives.

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Job Description

• Our client, a leading Micro Finance Bank in Kenya is looking to hire Project Manager. This role is responsible for managing projects across businesses and functions, to meet strategic business objectives. The role incumbent is responsible for planning, executing and evaluating projects according to predetermined methodologies, timelines and budgets. Typically reporting into a Business Project Manager/ Program Manager, this role is expected to recruit and manage project teams, ensuring quality control throughout the project lifecycle. He/she will be expected to work on medium complexity projects, typically projects with a single focus.
• Department: Information Technology
• Reports To: Head of IT

Job Responsibilities
Project Scoping

• Understand the business requirements/brief and objectives/benefits for a new project and based thereon contract with the project stakeholders on parameters that define the technical and business scope of the project.
• With the required background from business case / requirements, document the project scope within the PID

Change Request & Change Control

• Manage the change control process by undertaking the following:
• Be aware of potential changes to the baseline scope of the project that may require the initiation of the change control process.
• Understand and communicate to project stakeholders the impact (i.e., time / cost) of these changes to the project.
• Initiate the change control process and get necessary approvals.
• Re-baseline changes to project schedule, plan, business case/benefits plan and costs
• Ensure change log is updated.

Project Planning & Execution

• Assist with / co-facilitate initiation engagement and agreement with SME’s / business owners (project stakeholders) surrounding business case translation into project components, approach, key stakeholders etc.
• Establishes the target project plan.
• Undertake required analysis to formulate and sign-off the project schedule.
• Utilize the outcome from the engagement session with Business owners / PM (project stakeholders) as well as the project schedule to augment the PID.
• Monitor, control and manage the execution of the project according to the plan.
• Facilitate project meetings and undertake required reporting on project status and performance

Quality Management

• Confirm and adhere to the quality approach to achieving quality including quality standards, controls and governances, processes and measures and build these into the project plan.
• Execute on quality components through duration of the project. Correct and / or escalate non-compliance to quality components timeously.

Project Expense & Benefits Management

• Undertake sound cost and benefits management and controls of the project through:
• Sound cost estimation based on effort estimation (project scoping).
• Refine cost options and engage with PM / business owner (project stakeholders) to finalize the budget.
• Establish a baseline to control the costs of the project throughout the project life cycle.
• Facilitate cost-benefit analysis to determine ROI for project.
• Track benefit metrics as agreed with PM / business owner.
• Update the project business case with the changing scenarios and plans.
• Create a robust project budget.
• Manage budget and monitor expenses and costs.
• Undertake forecasting and reporting on projected project costs.
• Undertake monthly budget reconciliations, corrections etc.
• Instill and drive practices, culture and processes for cost saving and efficiency through the project life cycle

Risk, Opportunity & Issue Management

• Undertake ongoing identification, assessment and monitoring of all project risks / opportunities / issues to determine their relevance and impact on the project.
• Communicate and create awareness of any relevant issues / risks / opportunity with the project team.
• Facilitate a process with stakeholders to identify and plan sound risk mitigation and contingency solutions.
• Communicate these to individuals in accordance with the escalation process.
• Monitor and ensure implementation of these plans.
• Monitor and drive these solutions to ensure their effective implementation, and update project plans if required

Stakeholder Engagement

• Develop a stakeholder management plan that will effectively engage with key stakeholders / vendors relevant to the project over the project life cycle.
• Execute the stakeholder management plan by engaging, communicating, influencing commitment / alignment for decisions and actions that will ensure project success.
• Manage competing demands from stakeholders and negotiate conflicts to find workable solutions.
• Understand and ensure adherence to all governance structures and approval protocols for project decisions.
• Plan and execute proper project communication processes / management, largely within the project structure, over the course of the project life cycle including communication channels and methods that will be used to share the project performance data, project progress.
• Ensure there is an appropriate change management plan and process followed for the project.

Procurement & Contract Management

• Understand the terms and conditions of the vendor contract(s) being used on the project
• Manage cost, quality, and delivery of work, according to the contract terms over its duration.
• Ongoing vendor and contract management (at an operational level) oversight for the duration of the contract on the project. Address and escalate any issues timeously.

Team Effectiveness

• Build and manage an effective project team in terms of:
• Positive team culture, dynamics and values, and team conflicts.
• Resource allocation, skills identification and development
• Contracting, monitoring, management and delivery of project tasks and outcomes
• Recognition, motivation and support (wellness)

Other Requirements

• Minimum; University Degree in related studies
• 6 years relevant experience. Experience in implementing and managing projects in environments using Industry leading Core Banking systems
• Accredited Project Management Certification e.g., PMP, Prince2, Agile Methodologies
• Project management certification e.g., Prince2, PMP, Agile Methodologies
• Project Management experience with proven expertise in Agile methodologies, concepts, practices, and standards.
• Experience leveraging software development and team collaboration tools like MS projects, Smartsheet, google spread sheets etc.
• Empathetic, collaborative, service-oriented attitude of “customer first”.
• Experience managing technical programs and projects for distributed teams across multiple locations and countries is a plus.
• Must have strong communication skills - role will be responsible for intra-team and inter-team communication, as well as status reporting and risk event updates, so the incumbent must have strong written and verbal English skills.
• Flexibility to respond to changing requirements and juggle multiple responsibilities.
• Must be comfortable working both as part of a team and independently - includes ability to set priorities which accurately reflect the relative importance of job responsibilities and follow through on assignments with minimal direction.
• This role requires high Emotional Quotient (EQ), comfort in taking ownership, and the ability to understand when escalation is needed.
• Proven ability to coach and mentor others who are learning project management and Agile practices in a replicable, scalable way.
• Knowledge and understanding of Core Banking systems is an added advantage.
• Good data analytical skills, both financial and non-financial Solution.