Job Opportunities at Co-operative Bank of Kenya - 2 Positions

Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment? The Co-operative Bank of Kenya, “The Kingdom bank” is the place for those looking to new horizons.

You are widely experienced in Customer Service and you have consistently taken role of providing solutions to customer complaints and delivered exceptional results. You quickly develop and implement complaint management strategy and initiatives to ensure delivery of distinctive customer experience. You are driven by results and passionate about service excellence. You quickly think of ways to not only track customer experience but also devise new initiatives and engagements that ensure customer’s needs are exceeded at all times. You are a people person, you think on your feet and stay on top of key assignments and deliverables.

Reporting to the Head - Customer Experience, the role holder will be responsible for ensuring delivery of excellent customer experience through embedding and ensuring complaints /queries are effectively and efficiently handled. The role holder will also be required to keep the business updated on all issues and concerns faced by the customer and drive any change required in our process or products.

The Role

Specifically, the successful jobholder will be required to:

• Provide leadership in presenting to the business a focal point where all relevant information on complaint resolution is at hand and is utilized to create solutions to the needs identified from customers.
• Design, plan and proactively implement the complaint management strategy and initiatives to ensure as a bank we deliver distinctive customer experience in our complaints and query management. 
• Ensure CRM is utilized across all touch points as main channel for capturing complaints / customer feedback and consolidate tracking of all complaints / queries in the network and tracking of resolutions within agreed timelines.
• Ensure clear end to end work flows on complaints processes for the various products and services across various touch points. 
• Ensure root cause analysis and implementation of remedial actions in conjunction with management across the business.
• Provide visibility of complaints and customer feedback for relevant action and decision making.
• Gain staff commitment to provide world class service through customer experience forums and root cause analysis meetings with stakeholders.
• Provide ongoing feedback on customer experience to all levels within the business ensuring an integrated effort around initiatives for improved service delivery / Customer Experience.
• Support management in the designing, planning and launching of centralized complaints management unit across the bank relevant projects.

Skills, Competencies and Experience

The successful candidate will be required to have the following skills and competencies:

• A Bachelor’s degree preferably in a business related field from a recognized University.
• 5 years progressive work experience in a similar role within a dynamic service organization.
• Assertive, well informed and knowledgeable on market trends and industry practices on customer solutions.
• Demonstrable experience and competencies on implantation of customer experience strategies.
• Strong communication and presentation skills and excellent analytical and reporting skills. Good team leadership skills and must demonstrate agility in approach, decision making and innovation and problem-solving.
• The ability to handle pressure and difficult situations with resilience, calmly and effectively.
• Good knowledge of bank products, services and banking regulations and statutory requirements.
• Good knowledge of regulatory requirements, consumer protection and prudential guidelines on complaints management and dispute resolution. 

Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment? The Co-operative Bank of Kenya, “The Kingdom Bank” is the place for those looking to new horizons. 

As an integral part within Customer Experience the role holder will ensure Service Quality checks, Customer Experience controls assurance and validation. The role holder will provide line management and stakeholders with an independent evaluation and first line defense assurance. 

Reporting to the Head Customer Experience the role holder will be expected to conduct periodic sampling and issue reports on Service Quality and ensure coaching and satisfactory closure for any issues identified during reviews in order to achieve enhanced Customer Experiences and an improved controlled environment.

As part of this process the role holder will undertake checks and report directly to the Head of Customer Experience. The checks would cover the end to end process themes, deep dives, including the assessment of control environments within the department on complaints management, service quality call checks, reviews across service touch points and any other areas as guided by Head Customer Experience. Additionally, he/she will ensure preparation of timely and accurate Customer Experience MI reports that will reflect performance across various service touch points and support business decision making.

The Role

The successful jobholder will be expected to:

• Support in preparation of Monthly, Quarterly and Executive Summary reports for Customer Experience Department and ensure timely and accurate performance dashboards and Customer Experience Reports to business and stakeholders as required.
• Ensure delivery of comprehensive controls covering Complaints Management, Service Quality and all the key business requirements within Customer Experience and ensuring that any gaps in the review process are identified and escalated based on sampling.
• Carry out reviews consistently to produce a high standard of documentation i.e. evidence on Service Quality checks and in the agreed timelines with the business stakeholders.
• Spearhead Service Quality checks on Complaints Management across the business, Customer Experience Regional Partners , Service Quality Analysts, Complaints Handling Agents , Branches and other touch points as required, identify thematic controls within the business and recommend suitable solutions.
• Be the key liaison and contact person for Customer Experience on Audit, Risk and Compliance reviews and ensure tracking, monitoring and closure of control assurance findings arising from planned/adhoc reviews.
• Conduct random call & complaint case assessments and rate the Customer Solutions / Complaints handling analysts against predefined standards checklist, advice Team leaders and staff of findings and determine ways to ensure issues raised are fixed.
• Conduct training on soft skills and effective complaints management for new and current staff within the Team.

Qualifications, Skills & Attributes

The successful jobholder will be required to possess the following qualifications: -

• A Bachelor’s Degree in a business related field from a recognized university.
• Minimum 3 years customer service experience in banking or financial service doing quality assurance and MI reporting.
• Excellent analytical skills to enable resolution of unstructured and complex problems.
• Good knowledge of features and benefits of all products and services within the bank coupled with understanding of the various systems in use at the bank 
• Self-motivation, independent, cooperative, flexible, and creative with an ability to work effectively with all levels of management in a deadline-oriented environment.
• An instinctive inclination & orientation towards service.