Service Experience & Compliance Manager Reporting to the Head Of Customer Service, the role holder will be responsible for the formulation & delivery of the Service Experience Strategy through cross-functional buy-in, direction & development of a fully integrated and seamless customer experience model driven by four channels (retail, phone, email & social media) to improve customer satisfaction and eliminate customer pain points and dissatisfiers. Key Responsibilities Develop & deliver the Customer Experience Strategy through engagement with stakeholders Conceptualizing and enhancing CRM capabilities to capture customer voice, analytics and work flow management for customer resolution and close looping Communication & entrenchment of the Customer Service Charter and Standards across all customer touch-points Together with Stakeholders drive the development of best practice life cycle management Strategy & Model for all Customer segments Perform Qualitative analysis (RCA) and report compliance on customer complaint resolution across all business units Drive the implementation of initiatives to improve Customer Experience & Overall Customer Delight Index Drive an overall approach to reducing customer dissatisfaction leading to inactivity by exhausting available avenues to ensure the customers do not churn from the business Single point of contact (SPOC) for all service exceptions Ensure that performance targets are set for the team by defining performance indicators, objectives & assigning tasks to the team Ensure total compliance of all Bank service standards, laid-down procedures/policies; ascertain uniformity in delivery of services whilst identifying all processes that expose the bank to risk
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