KCB Kenyan Jobs 2013
Contact Experience Manager
Job Ref: CBOK142013
Reporting to the Head of Customer Service, purpose of the role is to guide, drive and manage operations strategies and processes (for customer, agents and employees) to deliver a superior and highly differentiated customer experience across all touch points (Retail, Contact Centers, Self-care platforms), using well defined standards and processes.
These are supported by clear tracking parameters and measurable metrics that gauge performance to boost and uphold a consistently improving Customer experience which is best be judged through the Customers’ eyes.
Key Responsibilities:
Formulation, implementation, monitoring and alignment of KCB Group Customer experience and Service strategies that lead to legendary Customer Experience and aligned to overall Groups strategic direction and goals.
Rollout and optimizing Contact Centre services for the Group to maximize ROI (Return On Interaction), including the deployment of a fully functional business continuity plan for the Centre.
Design and drive KCB internal Customer service strategies so that they are supportive to the realization of an experience that meet Customer expectations and deliver external brand promise.
Determining, defining and driving Group touch-point standards (including and not limited to Contact Centre; Branches; ATMs; internet – including social media and internet banking; Agencies; mobile banking) to create the foundation for consistent service delivery in line with emerging Customer preferences.
Championing, driving and supporting cross-functional initiatives that promote Customer centricity in all business processes to underscore and demonstrate the reason for our existence.
Design, establish and implement a systematic framework that proactively solicits, anticipates, receives and assimilates the “Voice of the Customer” to guide and support the basis of service improvement initiatives and internal business process re-engineering.
Design and implement a system for conducting assessments on touch-point quality assurance levels, including peer and best-in-class learning and comparisons, to drive service innovations/improvements and assurance initiatives.
Creating and implementing effective Group internal communication strategies that bridge the geographical footprint and encourage flow of information from Branches and Contact Centre to Head Office (and vice versa) to promote responsiveness and urgency to meet Customer expectations.
Manage the Contact Centre Budget.
Position Qualifications/Requirements
University Degree in Business related field. Having a Business related post graduate or Masters in Business administration will be an added advantage.
Minimum of 6 years’ experience in commercial business set up with at least 3 years in a Customer service management position.
Demonstrable experience in customer service policy development.
Good appreciation and knowledge of the Banking Industry, latest Banking market trends as well as challenges.
Strong leadership and people management skills.
A good understanding of Banking Law and Practice as well as Corporate Governance Principles.
Sound IT proficiency with a biase in social media network.
An appreciation of Risk Management and Knowledge of internal controls.
Demonstrable track record of performance management, effective communication and innovation.
The above position is demanding for which the bank will provide a competitive package for the successful candidates.
How to Apply
If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your current position, remuneration level, e-mail and telephone contacts quoting the job title/reference in the subject field to recruitment@kcb.co.ke.
To be considered your application must be received by Oct 21, 2013.
Only short listed candidates will be contacted.
Contact Experience Manager
Job Ref: CBOK142013
Reporting to the Head of Customer Service, purpose of the role is to guide, drive and manage operations strategies and processes (for customer, agents and employees) to deliver a superior and highly differentiated customer experience across all touch points (Retail, Contact Centers, Self-care platforms), using well defined standards and processes.
These are supported by clear tracking parameters and measurable metrics that gauge performance to boost and uphold a consistently improving Customer experience which is best be judged through the Customers’ eyes.
Key Responsibilities:
Formulation, implementation, monitoring and alignment of KCB Group Customer experience and Service strategies that lead to legendary Customer Experience and aligned to overall Groups strategic direction and goals.
Rollout and optimizing Contact Centre services for the Group to maximize ROI (Return On Interaction), including the deployment of a fully functional business continuity plan for the Centre.
Design and drive KCB internal Customer service strategies so that they are supportive to the realization of an experience that meet Customer expectations and deliver external brand promise.
Determining, defining and driving Group touch-point standards (including and not limited to Contact Centre; Branches; ATMs; internet – including social media and internet banking; Agencies; mobile banking) to create the foundation for consistent service delivery in line with emerging Customer preferences.
Championing, driving and supporting cross-functional initiatives that promote Customer centricity in all business processes to underscore and demonstrate the reason for our existence.
Design, establish and implement a systematic framework that proactively solicits, anticipates, receives and assimilates the “Voice of the Customer” to guide and support the basis of service improvement initiatives and internal business process re-engineering.
Design and implement a system for conducting assessments on touch-point quality assurance levels, including peer and best-in-class learning and comparisons, to drive service innovations/improvements and assurance initiatives.
Creating and implementing effective Group internal communication strategies that bridge the geographical footprint and encourage flow of information from Branches and Contact Centre to Head Office (and vice versa) to promote responsiveness and urgency to meet Customer expectations.
Manage the Contact Centre Budget.
Position Qualifications/Requirements
University Degree in Business related field. Having a Business related post graduate or Masters in Business administration will be an added advantage.
Minimum of 6 years’ experience in commercial business set up with at least 3 years in a Customer service management position.
Demonstrable experience in customer service policy development.
Good appreciation and knowledge of the Banking Industry, latest Banking market trends as well as challenges.
Strong leadership and people management skills.
A good understanding of Banking Law and Practice as well as Corporate Governance Principles.
Sound IT proficiency with a biase in social media network.
An appreciation of Risk Management and Knowledge of internal controls.
Demonstrable track record of performance management, effective communication and innovation.
The above position is demanding for which the bank will provide a competitive package for the successful candidates.
How to Apply
If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your current position, remuneration level, e-mail and telephone contacts quoting the job title/reference in the subject field to recruitment@kcb.co.ke.
To be considered your application must be received by Oct 21, 2013.
Only short listed candidates will be contacted.
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