Jobs at Equity Bank Kenya

The role holder is responsible for 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 the 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’s best practices or adopting new technologies to enhance efficiency.
•  Service Level Agreement (SLA) Management: Collaborating with stakeholders to establish SLAs for various services and ensure 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 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. 
• Master’s degree is an added advantage.
• 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.
• 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.

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Reporting to the Head of Card Centre, the job holder will manage a team of staff handling all tasks related to card management and transaction management as well as support implementation of the overall card strategy by providing technical, operational and business support to the card issuing unit within Equity Bank.

Key Responsibilities:

• Manage the end-to-end card production process from card stock management, data preparation and dispatch within existing SLA.
• Manage transaction authorization & risk monitoring, transaction clearing as well as disputes management (both incoming and outgoing chargebacks).
• Manage customer experience for issues related to card payments including but not limited to complaints handling, loyalty point’s management and query management.
• Provide operational expertise on all card issuing projects undertaken by the group from business case creation to product roll out as well as offer support to different project stages including business requirements gathering, technical solutions mapping and pre and post implementation testing.
• Product management of all cards issuing products with a bias on the technical and operational aspects of these products. This involves periodic review of product configurations to ensure they comply with the changing customer and industry requirements.
• Operational lead on matters concerning compliance to the regular scheme mandates and main contact person between the bank and scheme representatives supporting operations and technical aspects of card issuing.
• Financial performance tracking and reporting for the card issuing business to ensure all regulatory returns are filed on time in compliance with the set deadlines.
• Leadership in all matters related to compliance and risk management for both issuing and acquiring business for the bank. This involves monitoring fraud trends, setting fraud rules, compliance to card scheme mandates.
• Periodic review of card operations policies and procedures documents as well as enforcing compliance to the same.
• Provide specialized back-office training on initiatives affecting the card issuing business before rolling out.
• Monthly and quarterly CBK Reporting.
• Card scheme quarterly reporting.
• Ensure closure of Audit Issues.

Qualifications

Qualification and Education: 

• Bachelor’s degree in business administration, Management, or Related Field
• Knowledge of back-office card operations is a must.
• Excellent customer focus & communication skills.
• Attention to detail, excellent analytical and problem-solving skills.
• Result oriented and ability to work under pressure.
• At least 8 years’ experience in card payments.
• Ability to lead a team and track tangible output.