Senior Manager Service Excellence at Equity Bank Kenya

Job Purpose Statement

• Responsible for looking at quality of service delivery to ensure excellence is achieved in customer fulfilment across all Bank products and services. Champion a customer centric culture in service excellence. This role focuses on elevating customer service standards by ensuring that customers have a positive and satisfying experience throughout their interactions with the bank. 
• This position reports to the GM - Customer Experience & Communication.

Key Accountabilities.

• Process Improvement: Identifying inefficiencies in customer service processes and implementing changes to streamline operations, reduce response times, and enhance overall service delivery.
• Customer Experience Management: Ensuring that all interactions with customers, whether it's through in-person interactions, phone calls, emails, or digital channels, meet or exceed customer expectations.
• Data Analysis and Metrics: Using data analytics to measure customer satisfaction, identify trends, and track key performance indicators (KPIs) related to service excellence. This data-driven approach helps in making informed decisions to enhance the customer experience.
• Knowledge Management & Training: Designing and implementing customer service training programs to improve their skills, product knowledge, and communication abilities.
• Handling Escalations: Overseeing the resolution of complex customer issues and escalations that require the involvement of higher management. Ensuring timely and satisfactory resolutions to maintain customer loyalty.
• Cross-Departmental Collaboration: Collaborating with other departments to gather feedback from customers and implement improvements based on their insights.
• Customer Feedback Management: Implementing systems to collect, analyze, and act on customer feedback. Regularly soliciting feedback from customers and incorporating it into the service improvement process.
• Quality Assurance: Implementing quality assurance programs to monitor and evaluate the performance of customer service representatives, ensuring that they adhere to company policies and provide consistent service.
• Innovation and Continuous Improvement: Ensure alignment with industry best practices and trends and fostering a culture of innovation and continuous improvement within the service excellence team.

 Qualifications
Education and experience

• Bachelor's degree in a business-related field.
• A Master’s degree is an added advantage.
• A strong understanding of service excellence principles.
• Knowledgeable about service monitoring & process improvement, service quality assurance, use of data analytics for decision making, knowledge management & training.
• Demonstrated ability to ensure regulatory compliance as well as policies, procedures, risk parameters and guidelines of the organization are met.

Knowledge & Skills

• Leadership and management abilities.
• Strategic and Detail-oriented.
• Strong process and planning orientation.
• Balances team’s needs with strategic business objectives.

Work Experience:

• Minimum of 12 years’ experience in Banking or financial institution, with a minimum of 5+ years in management capacity.
• A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Service Excellence.
• Experience of leading and delivering change and business improvement initiatives, including people and cultural change.

General Competencies

People            

• Employee satisfaction
• Employee retention
• Competence development

Customer Focus        

• Customer satisfaction
• Customer base growth targets
• Customer loyalty
• Channel satisfaction

Business Systems & Infrastructure    

• Productivity or resource utilization standards or benchmarks.
• Process review with customer impact in mind.
• Process management.
• Audit ratings.
• Innovation and change management programs.

Technical Competences 

• Knowledge of Service Excellence Best Practice Standards: Service Quality Assurance, Service Monitoring & Improvement and Knowledge Management.
• Service Compliance & Risk Management: Ability to champion service compliance and risk management culture.
• Conceptual and Analytical Skills:  Ability to quickly grasp and understand systems and keen to detail.
• Technology Skills: Knowledge of Data Analytics techniques and service monitoring systems.
• Business Process Management: Knowledge of business process improvement methodologies.