Finserve Operations Service Delivery Officer

Job Purpose: 

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

Job Responsibilities:

Service delivery

• 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 service delivery within the department
• Support and assist in deployment of products by conducting relevant tests
• Assessing and ensuring the quality of service delivered through the department
• Continuously review the quality standards and processes to ensure efficiency and alignment with best practises
• Communicate metrics results and other relevant information to management and recommend areas for improvement
• Utilize customer relationship management (CRM) tools in coordinating and monitoring service delivery to customers.
• Be part of team productivity and ensure to operate within the set policies and procedures
• Join regular Cx team meetings, identify and share best practice.
• Participate in training
• 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

• Undestand the customer, the market and industry
• Support and ensure delivery of best-in-class service delivery to new and existing Finserve customers.
• Carry out 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

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 problem solving 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 skills.

Requirements:

• University degree from a well-recognized university
• Minimum 2 years’ experience in a relevant field.
• Proven ability to analyse complex business issues and identify, design, and implement effective practical recommendation.

Able to operate in a performance driven organization