The overall purpose of this role is to drive quality of
service delivery and implementation of best-in-class customer experience across
all customer touch points and the overall maintenance of service standards by
offering expertise and support to the different teams across SBM Bank Kenya;
drive Service Excellence across all touch points.
Assurance – 40%
Drive quality of service delivery and
implementation of best-in-class customer experience across all customer touch
Champion customer centricity through
tracking of Key business KPIs on customer experience
VOC Management -Collection, Analysis,
and implementation of customer feedback
Work with stakeholders to identify and
streamline all inefficiencies in customer service processes through
identification and reduction of all customer pain points.
Drive the Branches and Central Office
Customer Touch points to be compliant with complaint management processes via
SLA adherence and CRM usage.
Preparation of timely and accurate
Customer Experience MI Reports that reflect the performance across various
service touch points and support business decision making.
Identification of opportunities for
customer-centric process improvements based on the outputs of Root Cause
Partnering with stakeholders within
the business to drive better customer experience standards throughout the
Adoption of best-in-class customer
experience standards across all customer touch points through monitoring and
evaluation and constant review of branch CX metrics and processes.
To develop and follow through service
improvement initiatives and processes from Customer feedback obtained from
branches and customers to ensure overall service improvement.
Execute and implement of customer
experience delivery strategies at the branches.
Support and participate in all
programs and projects in the bank that touch on service delivery with a view to
have the customer voice represented.
To cascade customer experience best
practice strategies bank wide to ensure that they have the knowledge and assist
to execute their duties.
Manage projects and ongoing support
issues, reference-ability, strategic and quarterly business planning, and
business process reviews.
and MIS – 20%
Lead the Quality Assurance Team in
developing frameworks and methodologies to scale quality assurance program
within the bank.
Data and analytics to Identify and
Track Key Performance Indicators and customer trends.
Maintain and improve operational QA
processes, documentation, SLAs, and KPIs
Perform data analysis and build
reporting frameworks through use of data visualization tools, intermediate to
sophisticated spreadsheet functions.
Identify and solve gaps in the QA
Monitor and report Quality metrics,
deep dive and identify trends/root causes.
Leading collaboration across levels
and departments to champion awareness, understanding, and utilization of
customer feedback to improve the customer experience.
Responsible for identifying
opportunities for customer-centric process improvements based on the outputs of
Root Cause Analysis (RCA)
Accountable for dealing with complex
customer complaints relating to the Bank’s Business and ensure that complaints
are managed and progressed to timely resolution.
Conceptualizing and enhancing CRM
capabilities to capture customer VOC, analytics and workflow management for
Analyze Voice of Customer (VOC) and
advise business on potential risk areas and leverage on strong areas for
Design and execute VOC Program for all
customer touch points.
Mystery shopping framework.
and Audit – 15%
Eliminate customer complaints through
development of initiatives to drive effective customer contact management by
all team members.
Ensure adoption of service recovery
and ADR framework and end to end prudential guidelines on complaints handling.
CBK regulatory reporting, Prudential
guidelines adherence and any other regulatory reporting.
Interdepartmental SLA framework and
Ensure delivery of comprehensive
controls covering Complaints Management, Service Quality and all the key
business requirements within Customer Experience and ensuring any gaps in the
review process are identified, tracked and closed
RCSA and KRI Tracking – Compliance
with risk regulatory framework; monitoring and evaluating key risk indicators
associated with deliverables against industry regulatory and internal
Undertake checks and report on
end-to-end process themes, deep dives including the assessment of control
environments within the department on complaints management, service quality
checks, reviews across service touch points and other areas as guided.
and Development – 15%
Delivery, productivity, and
achievement of quality targets at the QA unit aimed at fostering a culture of
Use of strategic tools e.g. Lean
thinking, six sigma and agile tools to create a niche experiential experience
for the business and customers.
Develop quality assurance framework
measure for quality at all touch points.
Generate training needs analysis
leveraging on available customer feedback channels and provide Customer
Create a culture and develop a
talented team that routinely makes excellent decisions on behalf of our
customers and the business.
Partner with HR Learning and
development team using results from monitoring and other quality programs to
create or revise training materials to address skillset and knowledge gaps
Develop and implement staff learning
action plans for the branch customer experience teams.
Generate training needs analysis and
provide Customer Experience training.
Implementation of profitable
strategies to ensure retention of existing customers while also identifying
opportunities for growth within the existing Customer Lifecycle framework.
Design a robust data driven customer
engagement and insights framework to drive CLV across the customer lifecycle
stages and increase customer product uptake.
Utilize customer insights and churn
data to inform business decisions on customer win back strategies.
Knowledge: Skills and Experience
required for this Role
Bachelor’s degree or equivalent
6-8 years’ experience in a customer
experience environment, 3 of which should be managing a quality assurance or
service excellence function within a financial organization.
A background in Customers Experience
with a focus on driving constant iterative improvements to the overall customer
Proven track record of analytical
skills; Passionate about diving deep into data and identification of patterns
Hands-on experience in the customer
service space, CX quality assurance, and/or leading contact center quality
assurance and/or voice of the customer programs
Data visualization abilities and
understanding of support metrics.
Problem-solving capabilities to create
meaningful strategies to improve support quality.
Outstanding communications skills with
a demonstrated ability to build business relationships at all levels of the
Passionate leader who can motivate and
build a high performing quality team.
Proven track record of managing
program/ project management that includes coordination of multiple internal and
Demonstrable experience and competency
in implementation of customer experience strategies
Good knowledge of banking products,
services and banking regulations and statutory requirements Thorough
understanding of the complaint’s lifecycle and root cause analysis
Expertise in Customer Experience
Management in a Management role
Structured Problem-Solving Techniques
and competent in analyzing data
People and Performance Management
Customer Relationship Management
Operation and Risk Management
Strategic, Leadership & Business
Certification in Quality Assurance a
required for this Role
Strong customer empathy and advocacy
Data analytics and Insights Reporting
Formulating Strategies and Concepts
Leading & Supervising
Deciding and Initiating Action
Adhering to Principles and Values
Presenting and Communicating
Persuading & Influencing
Delivering Results and Meeting
Working with People
How To Apply