The role holder will be responsible for monitoring service delivery and championing process improvement initiatives to ensure the smooth and efficient operation of services, 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 Service Excellence Lead.
Education and Work Experience
Bachelor's degree in a business-related field.
A Master’s Degree is an added advantage.
Minimum of 8 years’ experience in a financial or related institution, with a minimum of 3 years in supervisory capacity.
Knowledge, Skills & Competencies:
Excellent knowledge of 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.
A track record of developing & implementing data driven dashboards, delivering continuous improvement in service delivery and tracking SLAs.
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
A strong understanding of service monitoring principles.
Knowledge of business process improvement methodologies
Detail-oriented.
Strong reporting skills for strategic decision making.
People management skills.
Coaching skills.
Customer Focus
Customer satisfaction
Customer loyalty
Employee satisfaction
Channel satisfaction
Business Systems & Infrastructure
Productivity Tracking
Process review with customer impact in mind
Process management
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