KEY RESPONSIBILITIES
Strategic Support and Execution:
- Assist in implementing the Service Monitoring and Customer Insights roadmap as defined by the Head of the function.
- Ensure effective execution of customer experience strategies and initiatives across business groups.
- Collaborate with the Head to set priorities, milestones, and deliverables for projects and initiatives.
Service Metrics and Performance Monitoring:
- Oversee the day-to-day monitoring and reporting of service KPIs across all channels and products.
- Identify trends, performance gaps, and improvement opportunities, escalating issues as needed.
- Ensure the accuracy and timeliness of performance data shared with stakeholders.
Survey Management:
- Manage the execution of customer surveys, including NPS, CSAT, and benchmarking surveys, ensuring alignment with objectives.
- Coordinate with internal teams to deploy surveys, analyse feedback, and deliver actionable insights.
- Support focus group activities and customer engagement surveys to gather deeper insights.
Data Analytics and Reporting:
- Preparation of reports and dashboards, ensuring data accuracy and timely delivery.
- Perform data analytics to identify actionable insights for business groups.
- Provide summaries of customer insights to guide decision-making by senior management.
Collaboration and Communication:
- Collaborate with stakeholders, including IT, operations, and marketing, to ensure the seamless implementation of projects.
Strategy Development and Implementation
- Develops and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.
- Ensures that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.
- Ensures the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.
- Leads key Business process, e.g. rethinking/ redesigning of key CBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
- Develops a roadmap for comprehensive redesign of acquisition and service processes
- Manages the full life cycle of project management including planning, execution and handovers
- Designs and creates service standards and KPIs across all segments, channels and customer touch points
- Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees
- Defines employees training deliverables to help create a culture that is more customer service focused
- Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction
- Continually challenges the environment on service standards, delivery, processes and attitude towards the customer’s End to End experience
- Continuously fosters a more customer-centric culture within the organization by defining employee training and culture
- Forms a strong brand Advocacy environment where teams act as agents of change for the bank.
- Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
- Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques, by interpreting structured/unstructured customers’ feedback to translate the information in order to assist in informed decision making.
- Leads the development of programs to enhance customer experience by collecting customer feedback from various sources digital – call centre, online comments, social media etc. and translating the data into actionable outcomes.
- Track & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.
- Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment.
- Ensures clear dissemination of information throughout the organization, and delivers potentially sensitive and negative customer feedback in a constructive and professional manner
- Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritization of improvement options, reporting customer experience information in an engaging way including dashboards.
- Benchmarks and applies best practice customer analytic techniques.
- Maintains an understanding of contemporary customer intelligence / experience design and implementation to ensure customer analytics drives optimal outcomes.
- Supports the design and implementation of various initiatives executed by the Customer Experience team
- Works with key stakeholders including process owners, management, IT and staff to ensure all Customer Experience team initiatives are fully implemented into the department
- Collaborates with Senior Managers to successfully support department objectives
Leadership
- Act as a role model and drive adherence to organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.
Change Management
- Lead the management of change through continuous improvement of functional systems, processes and practices considering global standards and changes in the business environment which demand proactive action plans.
- Proactively identifies and provides solutions for any strategic delivery risks and issues
- Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required
- Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback, or other key transformation initiatives
- Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
- Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
Reporting
- Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
- Package and present progress, next steps and challenges regarding projects to the management as and when required
- Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
- Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
- Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
- Proactively identifies and provides solutions for any strategic delivery risks and issues
Job Context
- On time delivery of projects
- Achievement of no. of projects target
- Smooth operation of projects & project management
- Timeliness and accuracy of reports
- Overall customer engagement strategy
- Customer journey roadmap
- Achievement % age of customer journey initiatives planned for the year
- Customer loyalty measures (e.g., NPS)
- Increased operational efficiency
Frameworks, Boundaries, & Decision Making Authority
- Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
- Authorised to take decisions as per the approved authorisation matrix.
REQUIREMENTS / QUALIFICATIONS
Minimum Qualification
Minimum Experience
