Manager, Customer Experience at Caritas MFB

Caritas Microfinance Bank is a licensed microfinance bank regulated by Central Bank of Kenya. Caritas MFB offers a full range of innovative and customized financial services with a special focus on the unbanked and underbanked. Its headquarters are located in the Nairobi CBD. Caritas MFB was formed to provide affordable, innovative and customized financial solutions to micro and small enterprises (MSEs) and to vulnerable groups that are mostly unbanked and underbanked.

JOB PURPOSE

To manage overall end to end customer experience within the bank through all channels using well defined standards and processes. The experience is best judged through the eyes of customers, supported by clear tracking parameters and measurable metrics that gauge performance. The role will drive customer experience function by formulating the Bank’s Customer experience strategy and managing the interactions between the customer and the Bank throughout the customer lifecycle as well as optimizing interactions from the customer’s viewpoint to facilitate loyalty.

KEY RESPONSIBILITIES.

•  Developing and managing relationships with key internal and external stakeholders including Regulators, IT vendors and operations to achieve customer experience objectives or correct customer experience failures.


•  Designing and executing strategies aimed at re-engineering customer facing processes, with focus on time, quality of interactions and cost.


•  Developing technological/ digital interfaces for enhancement of the customer experience in collaboration with other departments.


•  Developing analytics and framework for governance and business reviews, making proposals for enhancing customer experience


•  Driving challenging quantitative and qualitative analyses of customer feedback, journeys and pain points using leading research practices and analytics procedures.


•  To provide leadership in all aspects of service quality and operational excellence, thereby facilitating transformational change in the level and quality of service provided to customers (external and internal)


•  Lead and support business strategies that build awareness, employee engagement, and create an environment that recognizes and reinforces appropriate behaviour towards customers.


•  Build and enhance a means of benchmarking service quality against the competition and other service leaders.


•  Manage aspects of the market research function to drive the strategic planning process within Business and to design and build the customer information reporting capability across the Bank’s products.


•  Oversee agreed process improvements and facilitate, teamwork across businesses to achieve end-to-end customer experience.


•  To ensure robust implementation plans for key customer experience work streams (i.e., voice of customer, complaint management, retention management, metrics, process improvement toolkit, behaviour change) are in place with specific KPIs, establishment of key milestones and delivery dates in line with the Bank’s customer experience requirements.


•  Create strategic alignment for Customer Experience KPIs and ownership throughout the organization.


•  Work with the functional “service champions” to establish peer reviews, adopt and implement best practices, develop internal and external benchmarking, and continually improve the service and operational processes.


•  Drive the culture change program within the organization to align behaviors with service excellence objectives.


•  Design, implement and manage communication activity through the various channels to ensure all teams are kept fully aware of, and by implication engaged in, the progress of service and operational excellence program.


•  Coordinate activities across the organization as required to deliver “the WOW” end-to-end customer experience.


•  Drive changes in process and mindset around how we organize work and deliver functionality for customers, maintaining “good” processes and eliminating inefficiencies.


•  Drive processes to identify and correct gaps in the customer experience based upon direct and indirect customer feedback.


•  Training staff on best practice customer experience standards


•  Design, implement and manage bank wide service level agreements for all services and interdepartmental support.


•  Implementation of a regulatory compliance tracker for customer experience.


•  Design, implement and regular follow up of the customer charter.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

•  University degree or equivalent. An MBA will be an added advantage.


•  Minimum of 5 years’ experience in management within Business or Operations function with a customer facing bias.


•  Appropriate service quality certification will be an added advantage.


•  Experience leading change and inspiring teams with an exciting future vision

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