NCBA Group Assistant Manager, Service Engagement Jobs in Kenya

NCBA Group Assistant Manager, Service Engagement Jobs in Kenya

Job Purpose Statement

Driving of Customer Experience engagements aimed at engraining the service culture across the
organization through trainings and implementation of feedback received across the bank. To focus on the people side of service, including cascade of the Customer Experience Essence, Service Standards and igniter led engagements. Entrench customer centricity in product and service delivery across all customer touch points.

Key Accountabilities (Duties and Responsibilities)

Internal engagements

Design and service strategies that will drive continuous improvement across the various bank
departments.

Implement service improvement strategies in
collaboration with support team including HR and
the Business Process Management team.

Ensure effective management and execution of the NCBA Igniter program to drive service culture
initiatives.

Engaging and ensuring that igniters are energized.

Have daily, monthly and quarterly engagements
with the igniter teams.

Engagement with Branches, Business teams, bank
and non-bank subsidiaries to cascade the service
culture to ensure improved service delivery improvement across all touchpoints through CX
Caravans.

Re-engagements with the aforementioned teams to follow up on service improvement commitments
made during the service culture cascades.

Organize bank wide service culture initiatives such as the CX chats/webinars.

Internal business processes

Develop a standardized service culture
management approach with expected inputs and
outputs.

Recommend improvement areas based on strategic
data insights

Manage and guide on requirements and quality of
report outputs from CX Analysts.

Ensure timely cascade of reports with all
stakeholders.

Collaborate

With all CX Partners, Retention & Loyalty, Business process, Strategy teams to drive continuous improvement towards service excellence

and synergised efforts

Bring together teams for better engagement and
teamwork.

Insight

Mine from various data sources to generate strategic service improvement initiatives.

Customer

Generate strategic insights from Service Audits and research done at all customer touch points to improve the customer’s experience.

Track and report on impact of service improvement strategies.

Ensure a customer centric approach across the
bank’s people and service touch points.

Ensure the VOC is embedded in the bank’s service
culture.

Learning and growth

Partner with CX business & CC partners to utilise the QAP program to drive continuous service culture training across the group.

Personal Development

Manage personal learning and development
against personal develop plan.

Ideal Job Specifications

Academic:

University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

Proficient in use of relevant MS Office applications and statistical packages.

Certification in Quality Assurance an added advantage

Quality Assurance experience an added advantage Project management

Desired work experience:

At least 5 years working experience in a customer service environment

How to Apply

For more information and job application details, see; NCBA Group Assistant Manager, Service Engagement Jobs in Kenya

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