Team Leader for Service Quality at Faulu Microfinance Bank
Job Description
Are you passionate about delivering exceptional customer experiences and driving service excellence? We’re looking for a skilled leader with a background in financial services to join our team. Team Leader for Service Quality at Faulu Microfinance Bank
KEY PERFORMANCE INDICATORS
- Complete daily/weekly/monthly assessment as per allocated service quality evaluations, meeting deadlines at average 95% of the time.
- Prepare team SWOTS on performance each month to highlight performance gaps and opportunities to assist team managers in coaching process.
- Attend and drive individual team reviews every month highlighting gaps in quality performance for improvement.
- Participate in process and procedure service quality audits by product and process owners.
- Carry out independent and fair assessment of customer interactions according to the quality guidelines attaining <10% re-evaluation score.
- Prepare monthly performance reports on VoC, Quality Assurance and KPI achievement.
- Fill in a weekly progress report on pass/fail rate of evaluated products and services including key highlights on issues affecting service delivery.
- Reduce recurring customer complaints.
- Number of Customer Experience non-compliance (to procedures) issues as per Audit & Compliance Reports
- Customer satisfaction as measured by Account Utilization, Customer retention and account dormancy rate.
- Reduction in SLA breaches
KEY RESPONSIBILITIES
- Operationalize a service quality assurance framework to guide on baseline standards to be adhered to across all touchpoints & channels.
- Co-create and research, synthesize feedback from multiple areas to discover customer insights and optimize current and new experiences.
- Analyze/audit service incident data, emails, voice recordings, service requests, processes and customer surveys feedback to identify areas of service delivery that did not meet pre-established performance standards within the bank.
- Provide structured and timely recommendations; verbal and/or written feedback to Management, Team Leaders, Analysts and Customer Experience Executives.
- Perform mock interactions with new contact centre & customer service hires post-training to determine readiness for moving into frontline live environment.
- Develop and conduct targeted group coaching sessions for frontline and back-office staff, that address Service Quality deficiencies and/or improvement opportunities.
- Use customer service expertise to assess existing practices and procedures for process improvement opportunities within the bank.
- Use reporting tools to gather data and analyse trends or patterns affecting quality.
- Collaborate with stakeholders to identify and streamline processes and implement process standards that enhance service delivery.
- Maintain the customer experience key performance indicators dashboard and track results and action points.
- Implement strategy to effectively manage all customer complaints and escalations ensuring centralized complaints recording via CRM and ICT support systems, tracking, monitoring and best in class complaints handling and learning.
- Monitor internal and external customer satisfaction and feedback through surveys and other feedback devices.
- Liase with stakeholders to prepare and circulate CX reports as well as review bank reports relating to CX like risk trackers, audit reports and institute corrective measures as need be.
- Develop strong relationships across the organization that foster cultural transformation, collaboration, and best practice sharing.
- Any other duties as shall be assigned from time to time
STAFF SUPERVISION RESPONSIBILITIES
None
- Undergraduate degree from a recognized university
Professional Qualifications
- Certification or training in service quality and customer services is an added advantage
Knowledge and Skills
- Excellent knowledge of customer service operations, policies, processes and procedures.
- Excellent written and verbal communication skills coupled with good listening and reasoning skills.
- Excellent Coaching skills
- Creative thinking, to be able to come up with new ideas to improve customer service standards.
- Must have good data modelling, analytical & report writing skills.
- Knowledge of Insurance and Banking basic operations.
- Knowledge of banking laws and regulations
- Meet strict deadlines
EXPERIENCE
3 years total work experience in customer experience within a financial institution
- 2 years in the Banking sector
- Experience in a Contact Centre Environment
COMPETENCIES REQUIRED
- Demonstrated leadership abilities.
- Good interpersonal and communication skills
- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
- A commitment to improve your own customer service skills is an ongoing basis.
- Knowledge of Data Collection and Analytics Tools
Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Provides specialist product and service knowledge that may lead to sales generation.
Responsibilities
Product/Service Information
- Provide advanced product/service information and respond to basic customer questions about the product/service
Customer Order Processing
- Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
Resolving Customer Issues
- Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
Customer Relationship Development / Prospecting
- Make calls (by telephone or in person) to allocated customers to develop new relationships.
- Act as a first point of contact for resolving customer queries and complaints.
Customer Relationship Management (CRM) Data
- Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
Customer Needs Clarification
- Interview the customer, following a complex multilevel sales script, to clarify the customer’s requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
Renewals
- Provide exceptional service to customers to encourage continued use of the organization’s products/services.
Operational Compliance
- Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
- Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills
- Consultative Selling,
- Customer Complaint Management,
- Customer Feedback Management,
- Customer-Focused,
- Customer Relationship Management (CRM) Software,
- Customer Service,
- Customer Service Operations,
- Customer Understanding,
- Data Management,
- Digital Consumer Engagement,
- Identifying Sales Opportunities,
- Probing Questions,
- Sales Data Management,
- Strengthening Customer Relationships,
- Upselling
Competencies
- Action Oriented
- Communicates Effectively
- Customer Focus
- Decision Quality
- Ensures Accountability
- Interpersonal Savvy
- Manages Ambiguity
- Manages Complexity
Education
- Bachelors Degree (B)
Apply Here > Team Leader for Service Quality
Closing Date: 30 December 2024 , 23:59
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