Operations Assistant, Channel Management & Customer Support at NCBA Group

The purpose of this role is to provide exceptional customer service so as to contribute to customer satisfaction and retention, card operations excellence performance through prompt provision of service standards and business performance data, management of post card customer on-boarding processes. Also ensure that the bank channels meet
industry standards by continuously monitoring, optimising and providing solutions for card and ATM operations The job holder is also responsible for card distribution and managing the department’s in bound and outgoing communication professionally.

Key Accountabilities (Duties and Responsibilities)

Customer post onboarding support 50% 

• Continuously monitoring the quality of data captured for card customers through due diligence and call-overs
• Review of customer instructions received and maintaining the same in the relevant card system(s) per the bank’s guidelines
• Customer Query management within set TATs across the various channels
• Track and monitor complaint resolution with a view of ensuring response times and standards are maintained
• Identify, report and/or remedy lapses in service delivery
• Provide necessary training to subsidiaries’ cards operations teams and customer facing teams on issue & dispute management in order to ensure compliance with group, international standards and best practices.
• Build and maintain relationships with customers, card schemes and colleagues ensuring the service provided is of a high standard, making recommendations to improve services on an ongoing basis
• Timely resolution of all Kenswitch disputes for both issuer and acquirer
• Attain NPS score of 40 and ensure 90% adherence to SLA
• Attain CES of 85 and ensure 95% adherence to SLA
• Act as a point of escalation to resolve customer, internal and/or external bank queries relating to cards operations in a timely manner and in line with service levels
• Internal business processes; transaction settlement and reconciliation

Automation and Innovation 30%

• Execution of duties within the bank’s policies and procedures
• Participate in drawing up of innovative initiatives, automation, process review improvement developments that are aligned with the NCBA’s Cards & ATM Ops overall strategies
• Support implementation of Card & ATM Operations projects
• Adhere to privacy and information security policies, and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure
• methods delivering client and/or confidential data by email.
• Enable a culture of continuous improvement of our processes and workflows by proactively working with colleagues to identify areas for improvement and suggesting solutions for the operations system, communicating these to the Team leader of Operations and others
• Maintain a satisfactory audit rating

Financials Revenue collection Cost Management 10% 

• Adherence to and application of established policies, processes and tools to achieve optimal efficiency, compliance and cost containment
• Ensure 100% revenue collection where applicable
• Identify and Implement cost saving initiatives in the department 

Learning & Growth 10% 

• Adequacy of personal competence development to effectively perform tasks by Proactively taking courses or programs to upskill; additionally, put effort to step out of
• comfort zone in order to be coached, mentored and similarly impart knowledge to team members for the benefit of self and team growth
• Attain at least 40 training hours for the year
• both Internal & External sessions.

Academic:

• Bachelor’s degree, Upper Second/ GPA 3.0. or equivalent
• Professional: ACCA and CPA will be an added advantage

Desired work experience:

• Ideally at least 3-5 years of experience in cards industry
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Customer Care skills to effectively perform customer care activities/tasks in a manner that consistently produce high quality of service
• Technical Competencies
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Technical skills to effectively perform Card Centre activities/tasks in a manner that consistently produces high quality of service.
• Knowledge of relevant Card Products and service
• Knowledge and effective application of all relevant banking policies, processes, procedures, and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture
• Customer Care skills to effectively perform customer care activities/tasks in a manner that consistently produce high quality of service.
• Accounting knowledge especially to assist in reconciliation.
• High level accuracy and attention to details.
• Must possess a high level of computer skills to effectively use multiple systems and ability to navigate MS-Excel, MS-Word amongst other MS Packages.
• Ability to work on routine tasks both independently and with the team Willingness to adapt to a constantly changing, customer-driven work environment.
• Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas.

Behavioural Competencies

• Self-motivated, passionate and result oriented
• Good communication and training skills
• Team player
• Analytical and decisive
• Good Interpersonal skills, communication, leadership, self-management and integrity
• Personal qualities- confidence, self-esteem and quick learner

Closing on: Apr 3, 2022