Business Process & Experience Analytics Officer at Stresert Services Limited

Our client, who is a dynamic finance company is looking for an enterprising and technology savvy/digital inclined professional to operate in the role of a  Business Process & Experience Analytics Officer

Location: Ikeja, GRA

JOB OBJECTIVES:

Data gathering and analysis for standardization of business processes to improve customer (external & internal) experience and to design seamless processes that are standardized across the organization.

DEPT/DIVISION: Customer Experience & Corporate Communication

REPORTS TO:  Team Lead, Experience Standardisation

JOB RESPONSIBILITIES:

• Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
• Conduct gap analysis by liaising with organization’s marketing, sales and advertising units to analyze customer feedback and develop processes for improved customer experience.
• Identify processes that require improvement through surveys, direct feedback from staff, Quality Assurance and Service Measurement reports etc.
• Work with stakeholders to set/modify processes requiring improvement.
• Develop Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for identified processes.
• Monitor, measure and provide feedback on process performance.
• Support Process digitalization and automation
• Obtain feedback from customers on our service delivery and how they would prefer to be served by deploying surveys, analyze feedback received and ensure that periodic reports are generated.
• Design and implement framework to track and analyze feedback from internal and external customers on process issues.
• Any other related responsibility that may be.

KEY PERFORMANCE INDICATORS:

• Timely Reporting on SLAs
• Timely Experience Analytics Reporting
• CSAT
• NPS
• Percentage Improvement of Survey Ratings
• Number of Process Improvements Implemented
• Cost Savings from Process Improvement

COMPETENCE REQUIREMENTS  

FUNCTIONAL

• Proficient in Microsoft Office Suite
• Knowledge of Customer Service practices
• Analytical Skills
• Report writing skills
• Experience in mediation and conflict resolution techniques
• Data analysis experience
• Knowledge of research practices
• Collaborative and communication

BEHAVIORAL

• Self-Assured, Confident and Assertive
• Relationship Management (including collaboration & teamwork)
• Effective Communication Skills
• Continuous Learning & Improvement
• Business Writing
• Time Management
• Effective Listening
• Customer Service

APPLICATIONS & TECHNOLOGY

• Microsoft Word, Excel and PowerPoint
• Mambu
• Navision
• Crelend
• Mosulend

WORK CONDITIONS

• A typical work environment in financial services.
• Requires periodic travel to branch locations across the country.

REQUIREMENTS 

Educational Qualification

• A first degree is required

Professional Qualification

• Relevant certification

Desired Experience/Knowledge

• At least 2 – 5 years’ experience in a similar role within the Financial services industry.
• Knowledge of operational principles and practices, regulatory environment and policies.