NCBA Group CX Partner – Business Jobs in Kenya

NCBA Group CX Partner – Business Jobs in Kenya

Job Purpose Statement

Responsible for overseeing adherences to service quality standards across various divisions within the Kenya Subsidiary for both back office teams and customer facing teams in order to determine if the customer experience services provided across the bank network are meeting set quality standards. Additionally, the CX Partner is responsible making recommendations to improve the quality of service/processes.

Key Accountabilities (Duties and Responsibilities)

Financial

Risk Management:

Minimize exposures to and impact of risks
associated with service provision in line with
Bank policies, regulatory guidelines, Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations.

Ensuring all reports and activities comply
with bank requirements in terms of rules, policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment.

Internal business processes

Reporting

Develop standardized Quality Assessment
methods to measure service quality across all customer touchpoints and within the back office teams across the group.

Recommend process improvements based
on strategic data insights from quality audits
done at the various customer touch points.

Ensure timely cascade of SLA performance
reports with all branches and other business and back office teams.

Ensure timely cascade of CRM performance
reports to branches and other business and support teams.

Ensure timely cascade of the CRM and IBPS
aging reports to ensure that old items are
addressed to avoid delay of service to customers.

Prepare management reports and service
audit reports and cascade with all stakeholders

Track and make closure follow ups on all
actions that come out of stakeholder engagements, prepare status reports and share with stakeholders

Prepare weekly CX KPIs reports and engaging the stakeholders on improvement metrics

Prepare weekly report of key customer issues for escalation and prioritization by support teams.

Collaborate

Hold minimum of monthly engagements with all stakeholders to establish areas of improvement from Quality Analysis reports.

Organise and convene meetings/stakeholder engagements between units on team collaboration and workflow for purposes of service improvement.

Engagement with the branch and back
office teams to identify areas of SLA improvement and put together measures to have all SLAs meet

the target of processing 90% of items within SLA.

Consumer Insights

Generate strategic insights from Quality Analysis reports to drive continuous service
improvement.

Recommend Voice of the Customer Improvement areas based on insights with the aim of tapping of customer touch points/service areas

Analyse survey reports and come up with
actions plans for closing the gaps identified

Follow up on action closure, prepare and
cascade status reports to stakeholders i.e. Nielsen study, MS study, Exit Interview study
and Ajua Channels survey prepare status reports and share with stakeholders

Customer

Customer Touch Point Quality

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 designed
service improvement initiatives across CX KPIs.

Engage service providers for improvement
of services/processes.

Learning and growth

QAP Quality Assurance Partnership Program:

Ensure effective management and
execution of the Quality Assessment Program (QAP).

Conduct branch service audits to all the
branches, discuss results with branch managers and do action planning

Identify and support CX coaching training
needs for partner departments.

Tracking and Follow up on action points
closure from QAP engagement.

Intervene where support has delayed from
external/ internal/supporting departments in the closure of gaps identified from the QAP.

Personal Growth

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

Desired work experience:

At least 5 years working experience in a customer service environment.

How to Apply

For more information and job application details, see; NCBA Group CX Partner – Business Jobs in Kenya

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