The position will be responsible for identifying process and system improvement opportunities within the customer service domain and execute improvement actions with a view to improving service metrics. This will be done though a well-defined and structured project management architecture. The incumbent will deliver optimum solutions related to customer service with a view to delivering superior customer experience.

About the Role

The position will be responsible for identifying process and system improvement opportunities within the customer service domain and execute improvement actions with a view to improving service metrics.

Responsibilitie;

• KPIs
• Planning · Execution:
• Ensure alignment with business goals and regulatory requirements while delivering measurable outcomes.
• Collaboration:
• Partner with business units, operations, and technology teams to ensure seamless execution and change management.
• Complaint’s reduction
• Cost Optimization targets
• Improvement in Operational efficiency metrics like TAT, FTR
• Digital Capability Enhancements
• Improved efficiency and productivity
• Process Excellence

• Policies, Processes & Procedures
• Customer Journey Reengineering:
• Support the bank's vision for redesigning customer journeys across channels to enhance experience and improve efficiency.
• Use data-driven insights and proven models to identify pain points and opportunities for transformation.
• Prepare project documentation during project delivery and post implementation.
• Prepare training manuals and conduct trainings to the end user to ensure smooth transition / implementation of the new process.
• Technolgy & Automation:
• Use relevant intelligent automation to streamline processes and personalize experiences.
• Collaborate with IT, data science, and product teams to implement scalable digital solutions.

Qualifications

• Good understanding of customer behavior & digital trends.
• Good analytical, problem-solving, and strategic thinking skills.
• Excellent communication and stakeholder management.
• Exposure to design thinking, agile methodologies, and innovation frameworks (Desired)

Required Skills

• Digital Literacy:
• Proficiency in using digital tools and platforms for project management, collaboration, and data analysis (e.g., MS Office 365, Jira, Tableau, etc.).
• Customer Experience Management:
• Strong grasp of CX principles, journey mapping, VOC (Voice of Customer) analysis, and service blueprinting.
• AI Use Cases in CX:
• Awareness of how AI can enhance customer experience through personalization, chatbots, predictive analytics, and process automation.

Preferred Skills

• Manage project delivery timelines
• Collaborate in a cross functional manner to arrive at optimum