- Company: SBM Bank
- Location: Kenya
- State: Nairobi
- Job type: Internship
- Job category: - Customer Service Jobs in KenyaSBM Bank Jobs in Kenya
Job Description
SBM, a growing international financial institution in Africa, provides a wide range of corporate and commercial banking solutions to its clients. Kenya will operate as a gateway to Africa for SBM. SBM Bank (Kenya) Limited shall focus its activities on products and services for corporates and SMEs.
JOB SUMMARY:
To provide support in CX department at Contact Centre, Service Experience and Quality Assurance on daily, weekly, monthly performance.
KEY RESPONSIBILITIES:
Customer Experience – 60%
- Support with MIS reporting in CX department.
- MIS reporting on Contact Centre Performance.
- Extract data from multiple sources (BI, Flexcube, Way 4, CRM and other Contact Center systems) and organize it in a proper format that can be easily understood.
- Data analytics and prepare dashboards.
- Provide analysis of trends and forecasts.
- Prepare and share daily, weekly, monthly, and ad hoc reports to the respective CX Management.
Business Process – 30%
- Respond to any queries raised by the management in regards to the data or information submitted.
- Engagement with management to interpret and report results of data analyzed.
- Maintaining data and information security.
- Ensure Compliance with data protection laws and regulations.
- Maintain confidentiality of data and information.
Audit & Compliance – 10%
- To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all banks processes and procedures by self and team – including Prudential Guidelines, Risk Compliance Self-Assessment findings, Internal Audit recommendations; provide constant educations and escalation as required.
- Comply with respective KYC, KYP and KYT procedures and be alert at all times to unusual or possibly suspicious activity and report to line manager.
Personal Development – 10%
- Strive to continually improve personal performance to achieve team and departmental SLAs and KPIs.
- Take responsibility for continuous self-development and own learning by identifying personal development needs and forward to line manager.
- Work as part of a team and support colleagues.
- Pursuit self-development to increase personal effectiveness, acknowledging both strengths as well as areas of development.
- Attend all scheduled training.
- Utilize the existing learning and training modules
KEY RELATIONSHIPS:
Direct Reports to this Position
- N/A
Customers of this Position
- Customer Experience Managers.
REQUIREMENTS
Knowledge; Skills and Experience required for this Role
- Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.
- Effective Communication Skills (written and verbal).
- Customer service management processes and procedures.
- MS proficiency – Excel, PowerPoint, word etc.
- Strong analytical skills with competence in excel required.
- Ability to work in a team
- Customer service experience essential.
- Financial Analysis.
- Mathematical Skills.
- Basic banking principles and practices
Competencies Required for this Role
- MIS data analysis & Reporting – mastery in Excel.
- Presentation skills – mastery in PPT.
- Communication skills.
- Writing skills.
- Working with People.
- Persuading & Influencing.
- Planning & Organizing Analytical Skills
