Equity Bank Manager Customer Experience - Digital Lending Jobs in Kenya

Equity Bank Manager Customer Experience - Digital Lending Jobs in Kenya

Description

Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities.

With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers - the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role outlined below.

Job Purpose:

Customer experience lead will organize, plan, and monitor a digital lending’s customer service and experience function to ensure optimized interaction with our clients through developing and implementing strategies useful in improving customer relationship, loyalty, and satisfaction while establishing communication channels and mediums through which our customers engage/interact with the digital lending products and vice versa.

The officer will be responsible for overseeing multiple different processes, all geared towards inspecting and coordinating all the points of contact between a customer and the bank through consumption of the various targeted products defined from time to time.

The role works closely with management and a cross-section of functions within Equity Group as well as other partners.

Job Responsibilities/ Accountabilities:

Implement standards/procedures for ensuring optimal customer experience

Conduct surveys to gather information on customer opinion of rendered services

Drive and manage customer satisfaction scores and overall customer experience within the department.

Support and assist in deployment of products by conducting relevant tests

Assessing and ensuring the high quality of service delivered through the department.

Ensure that the messaging to the customer is relevant and achieves the customer satisfaction requirements standards.

Continuously review the quality standards and processes to ensure efficiency and alignment with best practices.

Communicate metrics results and other relevant information to management and recommend areas for improvement

Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.

Be part of team productivity and ensure to operate within the set policies and procedures

Participate in regular CX team meetings, identify, and share best practice.

Participate in training and knowledge transfer to ensure that the customer gets the right message

Develop and maintain strong relationship with staff within the department and other Support teams

Respond to incoming emails, incidents, and

phone enquiries in a prompt manner

Understand the customer, the market and industry

Support and ensure delivery of best-in-class customer experience to new and existing Digital Lending customers.

Conduct Detailed journey-mapping and understanding Client pain points and expectations with a view of proposing solution.

Attend customer trouble shooting sessions to review the customer journey and issue resolution process with a view of improving the interaction with the customer.

Submit comprehensive, accurate and timely reports that speaks into the customer’s voice.

Requirements:

University degree from a well-recognized university. Masters degree will be an added advantage

Minimum 5 years’ experience in Customer experience or customer service

Proven ability to analyze complex business issues and identify, design, and implement effective practical recommendations.

Practical experience with banking applications software and advanced user skills for relevant MS Office applications and data analysis tools like ACL or equivalent would be of added advantage.

Able to operate in a performance driven organization.

IT literacy

Able to operate in a performance driven organization

Culturally aware and adept at working across multiple geographies

Knowledge of English

Essential Knowledge

Excellent business relationship management skills

Ability to develop, plan , execute and implement according to corporate and project plan strategies.

A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Key Critical Competencies

Genuine customer focus

Strong leadership capabilities

Good planning and organizational skills

Strong analytical and negotiation skills

Excellent communication skills.

Critical thinker with great critical thinking skills.

Naturally inquisitive & insightful. A business builder

The ability to work calmly under pressure, with minimum supervision

High tolerance for work in a rapidly evolving work environment (adaptability)

Strong team player with excellent interpersonal and collaboration skills.

How to Apply

For more information and job application details, see; Equity Bank Manager Customer Experience - Digital Lending Jobs in Kenya

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