SBM Bank Kenya

<h2><strong>Job Purpose</strong></h2><p>The job holder will drive customer-centricity awareness and a "customer first" culture; manage the strategic delivery of Customer Experience through all customer touchpoints, channels, and business units; and implement collaborative action plans to enhance customer-centricity awareness. The role also provides executive leadership and advocacy for Customer Experience within SBM Bank Kenya.</p><h2><strong>Key Responsibilities</strong></h2><p><strong>Customer Experience Strategy and Implementation (20%)</strong></p><ul><li>Develop and implement Customer Experience business plans and strategies into relevant and productive day-to-day implementation plans and actions for service teams, ensuring execution of programs that provide outstanding customer experience and identifying improvement initiatives.</li><li>Analyze and monitor service delivery across all customer touchpoints and develop strategies and recommendations to optimize service quality.</li><li>Drive Net Promoter Score (NPS) initiatives to enhance Customer Experience and recommend service improvement areas.</li><li>Identify opportunities for client-centric process improvements based on Root Cause Analysis (RCA), Voice of Customer (VoC), customer pain points (CPP), and drive improvements across the business.</li><li>Analyze Voice of Customer (VoC) data and advise the business on potential risk areas while leveraging strengths for business development.</li><li>Develop and monitor customer service performance indicators through qualitative, quantitative, and evaluation consistency reports within agreed timelines.</li><li>Implement a customer-centric culture across cross-functional work processes to enable service excellence.</li><li>Guide and support business process re-engineering and alignment with Customer Experience initiatives, including the Contact Centre.</li><li>Develop a customer touchpoint strategy to ensure service consistency through Service Level Agreements (SLAs) and CRM deployment.</li><li>Oversee service recovery by ensuring customer complaints are addressed and resolved within established standards.</li><li>Analyze and identify process gaps affecting Customer Experience.</li><li>Monitor Contact Centre operations to ensure optimal performance and recommend technology enhancements to maintain best-in-class service.</li><li>Drive customer engagement initiatives to improve customer retention.</li><li>Support root cause analysis and identify continuous improvement opportunities.</li><li>Keep abreast of local and international Customer Experience best practices and recommend improvements across the Customer Experience function and the wider bank.</li></ul><p><strong>Feedback and Voice of Customer (VoC) Management (20%)</strong></p><ul><li>Develop and implement robust customer feedback systems that capture the true voice of the customer across multiple touchpoints.</li><li>Regularly analyze customer feedback to identify trends, pain points, and improvement opportunities.</li><li>Utilize advanced analytics tools to gain deeper insights into customer sentiment and behavior.</li><li>Cascade customer feedback insights to key stakeholders and develop actionable recommendations to drive continuous improvement.</li><li>Close the customer feedback loop by ensuring timely responses and communicating actions taken to enhance transparency and trust.</li><li>Collaborate with cross-functional teams to integrate customer feedback into business decision-making.</li><li>Serve as the customer advocate within the organization, ensuring customer needs and expectations remain a priority.</li><li>Implement a continuous improvement framework to regularly review and enhance Voice of Customer initiatives.</li><li>Stay informed on industry best practices and emerging trends in Customer Experience management.</li></ul><p><strong>Service Standards (20%)</strong></p><ul><li>Develop, implement, and enforce comprehensive service standards across the organization to ensure consistent, high-quality service delivery at every customer touchpoint.</li><li>Design and implement service standards training programs in collaboration with HR to equip employees with the skills and knowledge required to exceed customer expectations.</li><li>Monitor and evaluate adherence to service standards through performance metrics and regular assessments, identifying improvement opportunities and recognizing excellence.</li><li>Incorporate customer feedback into service standards by continuously refining standards to align with customer expectations.</li><li>Drive continuous improvement initiatives by implementing industry best practices and emerging Customer Experience trends.</li></ul><p><strong>Compliance and Risk (10%)</strong></p><ul><li>Prepare CBK regulatory reports, ensure compliance with Prudential Guidelines, and meet all other regulatory reporting requirements.</li><li>Develop and monitor interdepartmental SLA frameworks and track adherence.</li><li>Ensure effective controls covering complaints management, service quality, and key Customer Experience requirements, while identifying, tracking, and closing control gaps.</li><li>Monitor Risk and Control Self-Assessments (RCSA) and Key Risk Indicators (KRIs) to ensure compliance with regulatory frameworks and internal risk commitments.</li><li>Conduct end-to-end process reviews, thematic assessments, deep dives, and control environment evaluations covering complaints management, service quality, and customer touchpoints.</li></ul><p><strong>Financial (20%)</strong></p><ul><li>Implement profitable customer retention strategies while identifying opportunities for business growth throughout the customer lifecycle.</li><li>Design a robust, data-driven customer engagement and insights framework to improve Customer Lifetime Value (CLV) and increase product uptake.</li><li>Utilize customer insights and churn analysis to develop customer win-back strategies.</li><li>Partner with business units to deliver campaigns and initiatives that support business growth.</li><li>Drive service-to-sales initiatives to increase cross-selling opportunities.</li></ul><p><strong>Staff Development (10%)</strong></p><ul><li>Provide training and performance coaching for Customer Experience staff, including onboarding new employees, while ensuring effective succession planning and talent development.</li><li>Ensure departmental objectives are achieved through a highly motivated and engaged team by providing regular feedback, coaching, and performance reviews that support employee engagement, talent retention, and business performance.</li><li>Liaise with HR, Training, and Development to design and implement comprehensive Customer Experience training programs that build internal capability to deliver world-class customer experience.</li></ul><h2><strong>Key Relationships</strong></h2><p><strong>Direct Reports</strong></p><ul><li>Contact Centre Manager</li><li>Service Experience Manager</li><li>Branch Quality Assurance Manager</li></ul><p><strong>Internal and External Customers</strong></p><ul><li>External Clients</li><li>All Departments within the Bank</li></ul><h2><strong>Knowledge Requirements</strong></h2><ul><li>Minimum of 10 years' experience in a banking environment.</li><li>At least 5 years' experience in a leadership or managerial Customer Experience role.</li><li>Previous experience managing teams and service improvement projects.</li><li>Bachelor's degree.</li><li>Previous experience in Contact Centre Operations.</li></ul><h2><strong>Competencies Required</strong></h2><ul><li>Deciding and Initiating Action</li><li>Adhering to Principles and Values</li><li>Delivering Results and Meeting Customer Expectations</li><li>Achieving Personal Work Goals and Objectives</li><li>Leading and Supervising</li><li>Working with People</li><li>Persuading and Influencing</li><li>Planning and Organising</li></ul>

SBM Bank Kenya

General Manager, Customer Experience

SBM Bank Kenya