Job Description
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 Team Lead, Experience and Standardization.
Location: Ikeja, GRA
DEPT/DIVISION: Customer Experience & Corporate Communication
REPORTING LINE: Head, Customer Experience
SUPERVISES: o Experience & Standardisation Analyst
o Experience & Standardisation Officer
JOB OBJECTIVES:
- Manage, implement and improve, policies, procedures and processes of improving and managing customer experience throughout the business while complying with agreed and defined experience standards.
JOB RESPONSIBILITIES:
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
- Integrate customer relationship management (CRM) and financial data with social media data to maintain a consolidated customer account.
- Liaise with an organization’s marketing, sales and advertising units to analyze customer feedback and develop programs effective for improved customer experience.
- Monitor the activities of customer service and Tele team to ensure compliance with set standards of courtesy and professionalism.
- Assist with the implementation of strategies to enhance customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement.
- 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
- Fix Service Level Agreements (SLAs) to the processes
- Process Automation
- Obtain feedback from customers on our service delivery and how they would prefer to be served by deploying surveys, analyse feedback received and ensure that periodic reports are sent to Head, Customer Experience.
- Provide and publish periodic measurement reports for teams and individuals
- Ensure customer satisfaction at branch level by working with front desk officers and service champions while ensuring that customers’ ratings of the organization improve continuously
- Knowledge Hub development and Management - Gather all relevant information regarding the organization, unit’s processes and activities and create a knowledge hub that would house these details for easy access by the teams while attending to customers
KEY PERFORMANCE INDICATORS:
- Timely Reporting on SLAs
- Timely Experience Analytics Reporting
- CSAT
- NPS
- Number of Process Improvements Implemented
- Cost Savings from Process Improvement
- Number of Cost Saving Initiatives Implemented
- Percentage of Training Evaluation
COMPETENCE REQUIREMENTS:
FUNCTIONAL
- Critical Thinking, Problem Solving and Analytical Skills
- Quality Assurance (Portfolio)
- Process Design, Implementation and Review
- In-depth Knowledge of Consumer Lending
- Database Management
- Data Analytics
- Good Knowledge of Technology (finance and lending applications)
- Documenting
- Research Skills
- Conflict Resolution
- Emotional Intelligence
- Project Management
- Strategy Development and Execution
BEHAVIORAL
- Self-Assured, Confident and Assertive
- Leadership, Influencing andNegotiation
- Relationship Management (including collaboration & teamwork)
- Effective Communication Skills
- Continuous Learning & Improvement
- Coordination
- Decision Making
- Time Management
- Effective Listening
- Conflict Resolution
- Customer Service
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
Desired Experience/Knowledge
- At least 3 – 6 years’ experience in a similar role within the Financial services industry.
- Knowledge of operational principles and practices, regulatory environment and policies.
APPLICATIONS & TECHNOLOGY
FUNCTIONAL
- Microsoft Word, Excel and PowerPoint
- Mambu
- Navision
- Crelend
- Mosulend
Gmail
Yahoomail