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CIC Insurance Group, Deed Micro-Finance Limited, DFCU Bank, National Bank of Kenya, NCBAProfession (Banking, microfinance, insurance)
Accounting, finance, banking, insurance,Administrative, clerical,Business, strategic management,Customer support, client care,Energy, power,Engineering, architecture,Human resources,Information technology, software development, data,Legal,Media, communications, languages,Medical, health,Project, program management,Research, academy,Restaurant, hospitality, travel,Sales, marketing, promotion,Security,Skilled, manual labor,Sports, beauty, wellbeing,Transportation, logistics, driving,
Industry (Customer support, client care)
Agriculture, fishing, forestry,Banking, microfinance, insurance,Beauty, cosmetics,Communications, media, radio, tv,Computers, software development and services,Consulting, business support, auditing,Education, academic,Electronics,Energy, utilities, environment,Finance & FinTech,Health care, medical,Human resources, talent development, recruiting,Manufacturing,Non-profit, social work,Outsourcing, leasing,Real estate,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Telecommunications,Transportation, logistics, storage,
Seniority (Customer support, client care, Banking, microfinance, insurance)
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DFCU Bank
Banking + 2 more
Description
Requirements
- Bachelor’s Degree in Business Administration, Marketing or another relevant field.
- Level one lean process improvement will be an added advantage.
- At least seven years’ experience within front line service delivery in a commercial environment two of which should be in a supervisory capacity.
- Data management and analytics – effective and efficient management of Business-related data in an accurate manner.
- Effective business communication and leadership skills.
- Good planning and organization skills to implement plans consistent with customer experience strategy.
- Client account management knowledge of complaints handling frameworks, processes and tools.
Responsibilities
- Incorporates customer journeys/voice of customer into products, solutions and service design for enhanced customer experience across the Bank.
- Evaluate the performance of customer value propositions and drive desired actions from agreed interventions.
- Formulates the channel service framework and supervises its implementation by departmental and channel service management.
- Highlights gaps at frontline by interviewing key frontline facing roles.
- Builds capability of key resources by training across the network, on the job, from gaps or during induction. Recommends and executes the customer experience rewards and recognitions budget.
- Assesses resourcing requirements in the unit and coordinates with Head Customer experience and Human Resources in the placement of resources to support major customer impacting interventions during complaints resolution or root cause elimination.
- Achieve customer retention by supervising the seamless execution of related activities of the outbound Call Centre and between departments, as coordinated by the Quality Assurance Officer.
- Executes service revolution activities between departments and branches aligning with heads of departments on recommended ideas and changes for implementation.
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