Job Title: Head, Customer Experience
Job ID: 12628
Location: Lagos, Nigeria
Division: Customer Channel – Direct Channel
Position Category: Customer Experience
Employment Type: Full Time – Permanent
Employer: Stanbic IBTC Bank Plc (part of Standard Bank Group)
Position Description:
• Define, standardize, support implementation, track and continually improve on the Bank's service delivery through cutting edge initiatives and stakeholder engagement
• Responsible for the continuous analysis of key service indicators as well as the development and implementation of tactics to close emerging gaps.
Key responsibilities:
• Coordination of the activities of the Customer Experience Team
• Support the distribution network to ensure service delivery is in line with predefined Service standards.
• Development of a service measurement matrix to capture all critical service attributes across the group.
• Measurement of service delivery across all customer channels
• Communicate feedback on Service measurement and collaborate with appropriate teams on implementation.
• Track and report all isolated cases of service failures identified within the network and administer appropriate corrective measure to address such.
• Continuously Identify and share best practices across the business
• Ensure that appropriate service training and development programmes are implemented in all branches in line with training accreditation requirements
• Ensure that all service activities are properly communicated throughout all network channels in the country
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.
• Consolidate reports dealing with customer issues/feedback (both negative and positive) and Service delivery and provide recommendations on suggested improvements. The reports should be country – wide representations
• Partner with business units to oversee the optimization of business processes to increase operational efficiency
• Drive continuous process improvement initiatives
• Implement SLA-monitoring techniques to improve impact on the business
• Drive TQM initiatives through the business to maximize inherent benefits
Key performance measure:
• Increment in all service measurement scores
• Reduced Service delivery related complaint
Apply to this job (http://www.jobrib.com/job/31287/head-customer-experience-job-at-stanbic-ibtc-bank-plc/)