Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
Job Purpose
rovide strong management and operational support to the Head, Client Experience and Shared Services by taking responsibility of and managing all aspects of Client Services across Stanbic Bank by leading the development and delivery of a comprehensive Client Service Operation. This calls for the delivery of a comprehensive Client Service Program that ensures the achievement of overall strategic guidance and direction for the Client Service department.
The role is responsible for driving and coordinating best quality client service standards, in alignment with the strategic direction of the organisation to achieve business goals alongside Client value and relationship management.
The job holder will be expected to provide overall strategic guidance and direction to the Client Service department that includes the Customer Care Centre and will be charged with the responsibility to develop and implement bank- wide customer service standards that include:
Driving a client-centric culture.
Managing the strategic delivery of customer service through all Channels and Business Units
Enhance the focus on client experience and implement collaborative action plans that support the identification, design and definition of value-based customer experience initiatives.
Key Responsibilities/Accountabilities
Strategic Execution
Understanding the overall Bank Strategy and how Client Services fits into the Bank’s strategy.
Generate internal understanding and alignment of the Bank’s Service Charter and use the Charter as a platform to standardize and align related business processes whilst ensuring alignment to the Customer Value Propositions, Service Level Agreements and benchmark targets.
Develop bank- wide customer service standards for implementation.
Manage the impact of change on customer experience.
Research, analyse and make recommendations on customer expectations and requirements.
Provide and recommend solutions for continuous customer experience.
Keep abreast of best practices (locally and internationally) and make appropriate recommendations within the customer experience team.
Collaborates with other areas to ensure that best practices and a standard approach is followed.
Query and Complaints Management
Responsible for the design and implementation of a robust and effective customer engagement framework.
Design a framework for analysing and converting client complaints and queries to service improvement initiatives.
Effectively manage client services query and complaints management ensuring adherence to set service levels.
Ensure appropriate procedures are documented for receiving, considering and responding to consumer complaints. In this regard, oversee the Complaints Data Management (Record of complaints and how they were resolved) in line with Bank policy and regulatory requirements.
Monitoring and Reporting
Employ a variety of analysis tools such as best practice surveys both local and international to benchmark with a view to improving client experience.
Gather customer feedback, analyze it and design specific practices the Bank should put into place. This will include data analysis of customer interactions and customer behaviour to establish market/industry trends for new products or service design.
Responsible for the continuous analysis of key service indicators as well as the development and implementation of tactics to close emerging gaps.
Define, standardize, measure and continually improve the Bank’s service delivery framework through cutting edge initiatives and stakeholder engagement.
Ensure that all customer impacting processes are aligned to enhance client experience.
Partner with business units to oversee the optimization of business processes to increase operational efficiency.
Identify, implement and evaluate projects that have a medium to high impact on customer experience
Provide relevant, accurate and timely reporting to senior management, governance committees and the regulator.
Develop, implement and provide feedback to all stakeholders on the results of formal Customer surveys conducted either through external vendors and internal programmes.
Ensure periodic review of the Service Level Agreement between business units to ensure that it portrays desired service realities.
Ensure that all service activities are properly communicated throughout the Bank’s networks and channels.
Optimise the risk profile in the business unit
Ensure compliance with approved limits and levels of authority.
Ensure Satisfactory audit ratings and track to closure all action plans arising from risk assessments, operational risk reviews, internal and external audits and regulatory inspections to improve the control environment relating to assigned area.
Compliance
Ensure that service standards provided for in the Kenya Banking Sector Charter are adhered to.
Ensure implementation and adoption within assigned portfolio of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes monitoring and identifying any material compliance related breaches and escalating them to line management and the Compliance Office.
People Management
Ensure management of headcount within assigned area is within agreed budgets and continuous evaluation of productivity of assigned staff is undertaken to determine optimal resourcing.
Evaluate and manage the performance of direct reports to achieve a high standard of competence, motivation and service orientation, focusing on the development and retention of talent.
Ensure succession plans are in place for key positions within assigned units by ensuring appropriate training and development programs are implemented with a view to capacity building.
Identify strengths and development areas and ensure that staff receive adequate training intervention aimed at ensuring staff are appropriately skilled to do their jobs.
Proactively coach and mentor direct reports.
Stakeholder Engagement
Builds and maintain credible and value adding relationships with stakeholders, including management, peers, internal and external audit.
Preferred Qualification and Experience
Requirements:
Minimum Qualifications
First Degree
Field of Study: Social Sciences
Other qualifications, certifications or professional memberships
Service Management related qualifications an advantage.
Experience
Job Function: Business Support
Job Family: Service Management
Years: More than 10 years
Experience Description: Service Management
Knowledge/Technical Skills/Expertise
Generating Ideas
The greater the number of alternative ideas or solutions generated, the greater the probability of finding a good solution. This competency is about how fluent an individual is at generating ideas, the number of ideas they generate and how confident they are in their ability to generate unusual ideas or favour radical solutions. This is further enhanced by the extent to which an individual enjoys the creative process.
Providing Insights
This dimension is about providing insight with regards to aspects that are likely to have an impact on the organisation. It is about making it clear to others what the implications of internal and external organisational environmental factors and processes are on the competitive position of the organisation. “Providing Insights” should be done with a focus on improving the situation.
Interpreting Data
This competency is about interpreting data accurately with an emphasis on the processing and interpretation of numbers. This competency also includes the utilisation of technology.
Convincing People
This competency is about bringing others over to your point of view. The emphasis in this competency is on being persuasive and taking a negotiating approach. In addition, “Convincing People” focuses on individuals being able to shape others’ opinions.
Establishing Rapport
This competency is about the behaviours an individual should employ in order to effectively engage people, establish positive personal contact and improve the likelihood of maintaining positive relationships. This competency is therefore about putting people at ease, making friends and helping people feel welcome.
Making Decisions
This competency is about the pace at which individuals are prepared to make decisions, as well as their willingness to take responsibility for their decisions when under pressure. It also deals with the extent to which individuals are definite about their views and opinions.
Conveying Self-Confidence
This competency is concerned with individuals displaying a strong sense of self-worth and projecting confidence in the workplace. Important facets emphasised in “Conveying Self-Confidence” include individuals being positive about themselves and having a sense of being in control of their own future.
Embracing Change
This competency, in the context of organisations is concerned with the extent to which individuals accept challenges and change as well as the extent to which individuals cope well with uncertainty. Accepting change and coping with uncertainty can enhance one’s ability to adapt effectively to changing circumstances, which is an ability of increasing importance in an ever more dynamic business environment.
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