Service Measurement and Improvement Officer at Sterling Bank

Job Summary

• To assist in the achievement of excellent customer service by the Bank, through survey data analysis, interpretation, and reporting, in order to improve customer experience.

Accountabilities

• Carry out data collection and analysis for multiple purposes.
• Conduct feedback on services from all customers.
• Generate performance report for strategic processes.
• Implement measurement initiatives in order to ascertain service delivery levels bank-wide

Person Specification / Job Profile

• Provide the best possible solution to problem solving or decision making by conscientiously testing, examining facts, trying different alternatives and careful strategic planning.
• Evaluate situations, calculate, and reduce risk, justify and defend accuracy, give reasons for views and generally provide shrewd judgment in any situation.
• Consider problems as a challenge, collect information relevant to the problem, be disciplined in ascertaining the root cause, identify and develop a practical solution, communicate her findings, and implement action to resolve the problem.
• Develop and comply with the systems, procedures, rules, objectives, and timescales set by the organization and adopt a disciplined approach when undertaking tasks.
• Support others and provide practical knowledge, competence, and expertise.
• Provide simple, practical solutions and complete all assignments thoroughly and timeously.
• Be non-confrontational when handling or involved in conflict situations. To achieve agreed and acceptable standards and timescales, s/he will need to adopt a passive and non-demanding work style.
• The Job Profile indicates that the job holder should be capable of collecting information and imparting it to others. The job occupant whilst being adaptable by nature will be required to ensure strict conformity with rules, systems, and protocol

Job Experience

• First Degree in relevant discipline. Professional qualification would be an added advantage
• Minimum of 1- 2 years’ cognate experience