Careers 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.

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Job Purpose Statement

• Responsible for looking at monitoring service delivery and championing process improvement initiatives to ensure the smooth and efficient operation of services. This role involves managing service quality assurance, data analytics for CX excellence, identifying areas for improvement, and implementing strategies to enhance the overall quality of services. This position reports to the Senior Manager, Service Excellence.

Key Accountabilities

• Monitoring Service Performance: The manager is responsible for monitoring the performance of various services offered by the organization. This includes tracking key performance indicators (KPIs) such as service uptime, response times, customer satisfaction, and other relevant metrics.
• Issue Identification and Troubleshooting: When service-related issues arise, the manager is responsible for identifying the root cause of the problem and coordinating with relevant teams to resolve it promptly. This may involve collaborating with IT, customer support, or other departments.
• Data Analysis and Reporting: Analyzing service data is essential for identifying trends, potential bottlenecks, and areas for improvement. The manager should generate regular reports on service performance and present the findings to stakeholders and upper management.
• Process Improvement: The manager should continually assess service delivery processes and workflows to identify opportunities for optimization and streamlining. This may involve implementing industry best practices or adopting new technologies to enhance efficiency.
• Service Level Agreement (SLA) Management: Collaborating with stakeholders to establish SLAs for various services and ensuring that the organization meets these commitments. This involves setting realistic service targets and continuously monitoring performance against those targets. 
• Incident Management: When critical incidents occur, the manager should be involved in incident management, ensuring that proper protocols are followed, and the incident is resolved with minimal disruption to services. 
• Continuous Improvement Initiatives: Leading efforts to drive a culture of continuous improvement within the service delivery teams. Encouraging and supporting employees to come up with innovative ideas to enhance services. 
• Customer Feedback and Satisfaction: Gathering customer feedback, conducting surveys, and monitoring customer satisfaction metrics to understand customer needs and expectations better. Using this information to improve service offerings.
• Performance Reviews and Feedback: Providing regular performance feedback and conducting performance reviews for team members to ensure alignment with organizational goals and to identify opportunities for growth.

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 monitoring principles.
• Knowledgeable about service monitoring & process improvement, service quality assurance and use of dashboards for reporting.
• Demonstrated ability to design and deploy dashboards using best practice data analytics techniques, track CX Metrics and KPIs.

Knowledge & Skills 

• Management abilities.
• Detail-oriented.
• Strong reporting skills for strategic decision making.

Work Experience:

• Minimum of 8 years’ experience in a financial institution, with a minimum of 3 years in supervisory capacity.
• A track record of developing & implementing data driven dashboards, delivering continuous improvement in service delivery and tracking SLAs.

General Competencies

People            

• Employee satisfaction
• Employee coaching

Customer Focus        

• Customer satisfaction
• Customer loyalty
• Channel satisfaction

Business Systems & Infrastructure    

• Productivity Tracking
• Process review with customer impact in mind
• Process management

Technical Competences

• Knowledge of Service Monitoring & Improvement Best Practice Standards: Service Quality Assurance and Data Analytics.
• Conceptual and Analytical Skills:  Ability to quickly grasp and understand systems and keen to detail. 
• Technology Skills: Knowledge of BI & Data Analytics tools and service monitoring systems.
• Business Process Management: Knowledge of business process improvement methodologies.

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Job Purpose Statement

• Responsible for a combination of administrative, organizational, and support functions. Ensures efficient functioning of the department by facilitating communication, following through on operational requirements through scheduling, assigning tasks and expediting work results. This position reports to the GM - Customer Experience & Communication.

Key Accountabilities

• Administrative Support: Providing day-to-day administrative assistance to the department and its staff. This involves managing calendars, scheduling meetings, handling correspondence, and maintaining records. 
• Data Management: Maintaining databases and records relevant to the department's activities. This includes managing files, documents, and ensuring data accuracy and confidentiality.
• Communication: Acting as a point of contact between the department and other internal or external stakeholders. Draft and disseminate official communications on behalf of the department.
• Budget and Finance: Assisting with budget management, tracking expenses, and processing financial paperwork.
• Event Coordination: Organizing departmental events, workshops, or meetings. This involves finding suitable venues, coordinating logistics, and managing invitations.
• Project Support: Assisting with projects undertaken by the department by coordinating efforts, compiling reports, and ensuring project deadlines are met.
• Human Resources: Supporting HR functions within the department, such as assisting with recruitment processes, on boarding new staff and maintaining records with confidentiality while ensuring the security of sensitive information and documents.
• Office Management: Overseeing the general functioning of the department's office space, including supplies, equipment maintenance, and other facilities-related tasks.

Qualifications
Education and experience

• Bachelor's degree in a business-related field. 
• Knowledgeable about curating training content and knowledge sharing.
• Proven administrative experience preferably in a CX related function.
• Demonstrated ability to effectively and efficiently provide administrative support for CX related projects and initiatives.

Knowledge & Skills

• Creative and resourceful.
• Detail-oriented.
• Superb written and verbal communication skills.
• Strong time-management skills and multitasking ability.  

Work Experience:

• Minimum of 8 years’ experience in customer experience related roles, with a minimum of 3 years in administrative support.
• A track record of providing administrative support for CX related projects and initiatives.

General Competencies

People            

• Employee satisfaction
• Employee coaching

Customer Focus        

• Customer satisfaction
• Customer loyalty
• Channel satisfaction

Business Systems & Infrastructure    

• Productivity Tracking
• Process review with customer impact in mind
• Process management 

Technical Competences

• Conceptual and Analytical Skills: Ability to quickly grasp and understand the department’s admin needs and keen to detail.
• Technology Skills: Knowledge of Microsoft Office Suite and aptitude for learning new software and systems.
   

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Job Purpose Statement

• Responsible for creating, implementing, and evaluating communication strategies to ensure effective and consistent messaging both internally and externally. The role is essential in maintaining a positive image of the bank, fostering strong relationships with stakeholders, and effectively conveying the bank's mission, values, and achievements. This position reports to the GM - Customer Experience & Communication.

Key Accountabilities

• Developing Communication & PR Strategies: Creating comprehensive communication strategies aligned with the organization's goals and objectives. These strategies may encompass various channels such as media relations, public relations, social media, internal communications, and more.
• Crafting Content: Liaise with Communication Agencies to produce high-quality written and visual content for various communication channels, including websites, blogs, social media, newsletters, reports, and presentations.
• Internal Communications: Facilitate effective communication within the organization, ensuring that employees are well-informed about important updates, initiatives, and developments. This may involve creating internal newsletters or using communication tools and platforms.
• Brand Management: Ensure that all communication materials and messages align with brand guidelines and maintain consistency in branding across different platforms.
• Monitoring and Analysis: Track the effectiveness of communication strategies and campaigns, using metrics and analytics to measure success and make data-driven improvements.
• Stakeholder Engagement: Identify key stakeholders and develop tailored communication approaches to engage and maintain positive relationships with them.
• Event Management: Support the planning and execution of communication-related events, such as product launches, press conferences, trade shows, and corporate gatherings.
• Media Monitoring: Keep abreast of industry trends, competitor activities, and relevant news to identify opportunities and potential risks for the organization.
• Budget Management: Tracking the communication budget spend and preparing ROI reports.

Qualifications
 Education and experience

• Bachelor's degree in a communication-related field.
• A strong understanding of communication principles.
• Knowledgeable about communication, advertising and brand marketing.
• Demonstrated ability to design and deploy communication content, campaigns and media monitoring.

Knowledge & Skills 

• Excellent communication abilities.
• Creativity & Detail-oriented.
• Strong reporting skills.

Work Experience:

• Minimum of 5 years’ experience in communications.
• A track record of developing & implementing communication and media campaigns.

General Competencies

People            

• Employee satisfaction
• Employee coaching

Customer Focus        

• Customer satisfaction
• Customer loyalty
• Channel satisfaction

Business Systems & Infrastructure    

• Process management

Technical Competences

• Conceptual and Analytical Skills:  Ability to quickly grasp and understand communication briefs and keen to details.
• Technology Skills: Knowledge of Media Monitoring tools.
• Business Process Management: Knowledge of banking products and services.