Job Description
Customer Service Jobs, NCBA Bank Jobs.
Job Purpose Statement
The CX Partner is responsible for overseeing adherence to service quality standards in UG/TZ/RW and other non-bank subsidiaries. This is done to determine if the customer experience services provided are meeting set quality standards. The CX Partner is also responsible for making recommendations to improve the quality of service/processes.
Key Accountabilities (Duties and Responsibilities)
Financial (15% Weighting)
- Risk Management: Minimize exposures to and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, the applicable Consumer Protection Act, and any other consumer guidelines as guided by the country of operations.
- Assist in ensuring all group regional 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 (45% Weighting)
- Reporting:
- Develop standardized Quality Assessment methods to measure service quality across all customer touchpoints within UG/TZ/RW and other non-bank subsidiaries.
- Recommend process improvements based on strategic data insights from quality audits.
- 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 old items are addressed to avoid delay of service.
- 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 engage stakeholders on improvement metrics.
- Prepare weekly report of key customer issues for escalation and prioritization by support teams.
- Collaboration:
- Hold a minimum of monthly engagements with all stakeholders to establish areas of improvement from Quality Analysis reports.
- Organize and convene meetings/stakeholder engagements between units on team collaboration and workflow for service improvement.
- Engage 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.
- Carry out Voice of the Customer surveys and identify improvement areas based on insights.
- Analyze survey reports and come up with action plans for closing the gaps identified.
- Follow up on action closure, prepare and cascade status reports to stakeholders (e.g., Nielsen study, MS study, Exit Interview study, and post-transaction surveys).
Customer (25% Weighting)
- 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 the impact of designed service improvement initiatives across CX KPIs.
- Engage service providers for improvement of services/processes.
Learning and Growth (15% Weighting)
- Quality Assurance Partnership Program (QAP):
- Ensure effective management and execution of the QAP.
- Conduct branch service audits to all UG/RW/TZ branches, discuss results with branch managers, and do action planning.
- Identify and support CX coaching training needs for partner departments.
- Track 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 Development: Manage personal learning and development against the personal development plan.
Ideal Job Specifications
Academic Requirements
- University degree Upper 2nd Class Honors or 3.0 GPA.
How to Apply
The post CX Partner Subsidiary Support Job NCBA appeared first on Corporate Staffing Services.