Service Monitoring Officer at Kuda Bank

Category: Customer Excellence

Description

• We are looking for a Service Monitoring Officer to join our team and be responsible for measuring, tracking, analyzing and reporting on service performance metrics and providing recommendations to improve service levels

Responsibilities

• Manage the service measurement dashboard to capture critical service metrics across the organization.
• Manage the Enterprise Feedback Surveys (External, Internal, Ad-hoc, and Instant Surveys) and provide actional insights and recommendations for improvement.
• Provide Monthly Service Performance Reports and recommend initiatives to improve service delivery.
• Ensure proper tracking and analysis of all service indications across the support teams [FCR, Service Levels, Abandoned calls, response time, etc.]
• Real-time monitoring of turnaround for critical customer-impacting processes and SLAs.
• Run periodic campaigns to communicate service measurement attributes
• Provide periodic insights to support other CX functions.
• Carry out competitor/industry analysis to keep abreast of service trends and also recommend appropriate intervention to enhance our service offerings
• Benchmark local and international competitors (service trends, product features, process, strategies, and pricing) and provide recommendations to enhance our service offering.

Requirements

• B.Sc. (MBA added Advantage) .
• Minimum of 3 years’ experience in a similar role
• 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 and Computer literacy.
• High degree of intelligence, communication, and analytical skills.
• Excellent customer relationship development/management.
• Service Quality Manageme.nt.
• Creative and innovative.
• Advanced Presentation Skills.
• Good Analytical Skills/ Problem solving / Interpersonal Skills.
• Proficient in Data Analysis and Reporting.
• Proficient in Research Skills.

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