Service Excellence Officer and CX Analyst at NCBA Rwanda

Job Purpose Statement

Responsible for driving incremental high-quality customer growth for the Bank through relationship deepening and customer engagement initiatives. Additionally, they will oversee the Quality Assurance Programme for the contact centre, which includes analysing and managing data for various reports. They will also ensure the evaluation and monitoring of quality, KPIs, metric compliance by the Contact Centre, and overall customer experience KPIs.

Key Accountabilities (Duties and Responsibilities)

Perspective % Weighting

Output

Financial

Risk Management:

• Minimize exposures to and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, Consumer protection act (Rwanda) and any other consumer guidelines as guided by country of operations.
• Escalation of any detected incidences of lax adherence to procedures by Contact Centre stakeholders, to prevent further exposures to risk and loss impact and making necessary recommendations

Reporting, Data and customer feedback management

Data Extraction and collection

• Accurate spooling and compilation of daily and weekly data as required for report preparation and customer engagement from calls, emails, social media and SMSs.
• Surveys

Maintaining effective communication with customers by sending out surveys to customers on a daily basis as per the stipulated time and parameters.

Reporting:

• Prepare contact centre performance, quality and feedback reports and compilation of any other adhoc reports required by the Contact Centre.CX Analyst, Contact Centre
• Prepare regulatory reports in a timely manner as per regulator requirements

Analysis

• Track and analyse daily performance, statistics, repeat caller reasons and relating incidences for deductive purposes.
• Daily and weekly analysis of customer feedback (positive and negative) shared via surveys through call, email and social media platforms for reporting purposes and outline recommendation as well as coaching needs.

SLA Adherence

• Ensuring that evaluations, data extraction and all reports are ready in a timely manner, to ensure required reports are disseminated within the stipulated internal SLAs.

Process Improvement

• Supporting in the various initiatives and projects aimed at improving processes for customers and the contact centre.
• Demonstrating appropriate attitudes towards consumers by understanding customer pain points, unpack customer lifecycle/journey, and identify products and services that delight the user in each stage of the cycle.
• Communicate performance, results and recommendations to stakeholders.

Quality

• Be responsible for leading all CRM retention efforts and increasing engagement with new and existing customers.
• Ensuring proper and prompt service delivery by driving CRM utilization in both contact center and across bank stakeholders
• Identify coaching needs and training activities within the contact centre, as well as for customer experience officers at branches, based on performance gaps identified from the CRM
• Conduct weekly and monthly Audits of contact center calls and cases created on CRM
• Together with the Senior Customer Experience Head, drive service culture engagements at a bank level

Learning and growth

Knowledge empowerment

• Participating in training of agents and other initiatives undertaken to close knowledge gaps of Contact Centre stakeholders.

Personal Growth

• Manage learning and development against personal development plan.
• Proactive learning and review of relevant available courses and material, to keep up with customer experience trends and solutions.

Job Dimensions

Reporting Relationships: jobs that report to this position directly and indirectly

Direct Reports None

Indirect

Reports None

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• Contact Centre
• Branches
• All bank departments

External

• Bank customers
• Communication and Research partners

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role. 

Operational

Work cycle and impact: time horizon and nature of impact (Planning)

(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year) 6-12 months

Ideal Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficiency in MS Excel and Power point.
• Conversant with CRM.

Desired work experience:

• At least 3 years’ working experience in banking.CX Analyst, Contact Centre

Ideal Job Specifications

• Work experience from a Contact Centre required.

NCBA Bank Core Value Behaviours (Performance Drivers)

• Driven – Self driven and proactive
• Responsive – Ability to meet deadlines
• Trusted – Able to work independently.

Ideal Job competencies

Technical Competencies

• Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines.
• Good knowledge of bank products, services, channels and a good understanding of issue management resolution.
• Interest and understanding of emerging industry trends in Customer Experience
• Creative problem solving skills and a solid attention to detail.
• Knowledge on internal bank policies, strategies, processes and procedures to consistently achieve required Compliance Standards or benchmarks
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
• Excellent written, oral communication and presentation skills.

Behavioural Competencies

• Ability to work independently, self-directed and solutions-oriented
• Energetic and engaging with passion directed at influencing great delivery of service
• Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
• Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
• Self-empowerment to enable development of open communication, trust and teamwork that are needed to support performance in the department and customer-service oriented culture.
• Open minded with a positive mind-set and a willingness to assist stakeholders.