Process Analyst at Kuda Bank

Category: Customer Excellence

Description

• We are looking for a Process Analyst who will be responsible for identifying key business processes and workflow that require improvement.
• Work with stakeholders to identify areas for improvement and develop strategies to enhance business processes.

Responsibilities

• Collect and document business requirements for project and process improvement/automation efforts
• Create process documentation/workflows, knowledge articles, and self-service guidance for users
• Gathering and processing data to identify process performance areas.
• Designing workflow and process strategies to improve business performance.
• Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels.
• Managing process changes.
• Identify, document, and report issues and risks.
• Bring inconsistencies and problems to the attention of Team Lead, Service Measurement & Analytics.
• Participate in the problem resolution with functional users.
• Overseeing the implementation of revised CX processes and workflows.
• Monitoring and measuring the efficacy of updated workflows.
• Staying up to date with the latest business practices and technologies.
• Benchmark local and international competitor’s processes and provide recommendations to enhance our service offering.
• Facilitating process redesign workshops.
• Any other responsibilities that might be required by the Team Lead/ Unit Head/Head CX.

Requirements

• B.Sc. (CBAP, MBA PMP an added advantage).
• Minimum of 3 years’ experience in a similar role.
• Customer behaviour and need drivers.
• Data interpretation and adaptation.
• Research methodology, analysis & interpretation.
• Understanding of a full range of Kuda’s products.
• Knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies.
• High degree of intelligence, communication, and analytical skills.
• Creative and innovative.
• Advanced Presentation Skills.
• Fast learner, curious and passionate about understanding and improving customer experiences.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance