Banking process vacancies in Kenya:
SBM bank Kenya is a main and depended on economic group with an worldwide footprint, founded in Mauritius and positioned to provide an remarkable banking enjoy in Kenya to area of interest Retail, SME and corporate clients.
Process summary:
The general cause of the position for Senior Officer, first-class warranty is to audit interactions on calls, emails and social media, to measure overall performance and ensure transport of powerful carrier with utmost degree of consistency.
Key duties:
Purchaser enjoy – 40%
Expand standardised great assessment framework to degree provider satisfactory across all consumer contact points and inside all devices in the touch centre. Endorse manner upgrades based on strategic facts insights from VOC sports. Make certain timely reporting of all productivity and great reviews as in step with agreed timelines. Education of all touch centre MIS and carrier audit reports prepare weekly, month-to-month and advert hoc touch centre KPI reviews and have interaction stakeholders in education and cascade sessions. Put together weekly record on key patron issues for prioritisation and escalation to key stakeholders. Use high-quality tracking records control to bring together and tune overall performance at crew and at man or woman tiers.
Generate strategic insights from satisfactory analysis reporting to power non-stop provider development. Analyse VOC reviews and provide you with movement plans for remaining the gaps diagnosed. Great monitoring activities, such as often screening of incoming and outgoing customer calls, reviewing written responses from e mail and omni channel device, and best manage checking out to make sure that client activities are being handled professionally, knowledgeably, and in accordance with agency rules and methods. Make sure all agents are adhering to set best requirements and productivity measures.
Decision of recurrent first-class gaps and coach marketers and enforce structures to prevent recurrence. Often record to management team on worker performance evaluations specific to observations carried out through best tracking and screening sports. Compare consequences of QA traits and collaborate to increase action plans for method improvement. Examine new products, services and applications and work with the correct organizational leaders to customize and/or update best control requirements and forms as required. Provide remarks and instruct officers as regards to their first-class performance file deviances running strategies to Supervisors Works carefully with management to obtain goals and performance standards behavior weekly calibration session with contact Centre crew members make certain all team interplay classes are documented, signed, tracked and filed.
Financial – 20%
Contact Centre financial reporting by means of ensuring accurate reporting of leads from cross sell tasks on the contact Centre discover possibilities to push the bank’s services and products by using usually inquiring for inward customers for stretched enterprise and referrals, to useful resource within the proceeding with commercial enterprise increase of the financial institution. Nice guarantee framework reporting to pick out cross promote opportunities from consumer interactions for follow up and conversion.
Threat and technique – 25%
Become aware of possibilities, make certain compliance to commercial enterprise procedures and improvement of fine services to clients. Minimize exposures to and effect of risks related to service provision consistent with bank and regulatory rules. Making sure all reviews and sports follow bank necessities in phrases of rules, rules and directives that cast off any audit findings bearing on hooked up guidelines, methods and equipment to gain surest performance, compliance and cost containment. Take care of all other business guide projects as suggested by the contact Centre manager / HOD To ensure compliance of customer support standards, touch Centre Operations, all bank tactics and strategies with the aid of self and crew – such as Prudential recommendations, RCSA findings, internal Audit hints; provide constant education and escalation as required. Comply with respective KYC, KYP and KYT techniques and be constantly alert to unusual or probable suspicious activity, and document to Line supervisor risk Mitigation – Identifies and investigates possible operational risks concerning all interactions (smartphone, email, social media and so forth.).
Gaining knowledge of and increase – 15%
Layout purchaser experience education modules based totally on want analysis. Manipulate personal gaining knowledge of and improvement in opposition to private development plan. Pick out and aid CC education training wishes. Work with touch middle supervisor to layout and implement powerful touch middle onboarding and schooling packages. Coordination of group IDPs and schooling desires evaluation and tracking compliance for crew for laid down training plans. Coordinates with education workforce on procedures and procedural adjustments and traits as required.
Understanding abilties and enjoy required for this function:
Bachelor’s degree in any subject with not less than 2d-class honors top department or equal minimum 4-5 years’ revel in in a touch center environment talented use of MS office packages and superior know-how of MS Excel and statistical applications Certification in high-quality guarantee a further gain fine assurance revel in additional benefit right communique abilties (written and verbal) Thorough information of contact middle practices and procedures expertise of enterprise standards paintings force making plans revel in is incredibly acceptable. Strong potential to multitask in a quick-paced changing surroundings. Customer support control procedures and tactics. Terrific analytical and written communique capabilities record writing and presentation skills. Suitable know-how of QA with education abilities and competencies great interpersonal talents capacity to communicate optimistically and successfully.
Competencies required for this role:
Management and Self-management superb trouble solving and analytical abilities. Contact middle understanding and effective utility of all applicable banking processes, guidelines and techniques. Making plans and organizing abilities for powerful making plans and execution of tasks and projects within timelines. Training and training potential to work independently, self-directed and solutions orientated. Reporting and attention to information turning in effects and assembly customer expectations great written and oral communication capabilities high-quality orientation Entrepreneurial and commercial wondering super interpersonal skills consumer centered and customer centric. Planning and Organizing Analytical abilties.