Service Quality & Governance Manager at ABSA Bank Limited Tanzania

ABSA Group Limited

Job Summary
Job Purpose
• Develop strategy for process Re-engineering and Culture change
• Develop, deploy, and maintain central repositories for all policies and procedures across operations Business units.
•
Develop and document Front-End service quality checks parameters and
Oversee, Monitor and Report on Key Performance Indicators for the
Front-end quality of service improvements in collaborations with Branch
Managers and Across Business.
• Grow lean management capabilities across business units
• Manage internal and external customer satisfaction surveys
• Team Management
• Develop and implement service quality improvement initiatives as defined in the service strategy.
•
Acts as service improvement consultant to the Business (Retail Banking,
Business Banking and CIB), with some interface to other functions in
the bank

Job Description
Key Responsibilities:
Lead Quality group
Operating Strategy:

• Design,
  develop, and implement methodologies and toolkits necessary to
  implement process reengineering and culture change initiatives
• Develop
  and maintain a central repository for all policies and procedures.
  Implement necessary organizational mechanisms to keep repository updated
  and relevant.
• Assist business units in developing appropriate
  KPIs (Key Performance Indicators), and set mechanism to make KPIs
  visible to appropriate business units for appropriate actions
• Oversees,
  Drive and Monitor Customer Experience Survey to ensure the set target
  around Net Promoter scores (NPS), Customer Experience Index (CXI),
  Complaints Index and Treating Customer Fairly (TCF) is achieved and
  ensure Action items are tracked and monitored for improvement
• Perform analysis of the available Customer Feedback Systems (i.e. CONSULTA), Feedback forms and Suggestion box
• Perform
  and maintain external customer satisfaction surveys, and coordinate
  with Complaints Agents and Supervisor, initiate and implement corrective
  measures.
• Perform Awareness calling and monitor closely
  execution, quality of calls conducted, analyze the non contactable ratio
  for improvement and report is shared to stakeholders’ month on month.
• Monitor, analyzing and Reporting Mystery shopping reports submitted by
  the third party on quarterly basis, and set an action tracker for
  improvements
• Takes ownership, management, and control of the Talktous@absa.co.tz email address

Centre Of Excellence

• Establish
  forum to encourage & increase skill set and methods in lean
  management, process re-engineering, and mindset and behavior necessary
  for successful process change
• Identify potential change agents
  within operations business units and train them to successfully
  implement change initiatives within their own domains.
• Coordinate with HR training team to incorporate Lean management and mindset training into Absa’s academy curriculum.

Line Management and Staff Development

• Line
  Manage selected individuals within Quality group, including Performance
  Management, Interim and Annual Reviews, Personal and Professional
  Development needs.
• Rigorously discharge all of the Group’s HR
  policies (including Performance Development, Equality and Diversity,
  Disciplinary & Grievance) in respect of staff Line Managed
• Act as a role model in terms of both delivery and behaviour for all staff in Quality team.
• Demonstrate total commitment to the personal and professional development of all members of the Quality Team

Personal & Professional Development

• Maintain
  leading-edge personal and professional development by regular and
  focused activity, which covers the complete development spectrum (i.e.
  conferences, courses, personal coaching, etc).
• Keep up to date
  personally with latest thinking in chosen subject/discipline by
  attending and / or presenting at conferences, producing research
  material for leading-edge journals, etc.

Business Support

• Supporting
  Customer Experience Measurement (CEM) tool and applications to ensure
  Customer Satisfaction Survey is conducted across the entire bank
  channels.
• Participate in the Business Process Re-engineering projects
• Identify
  systems & processes which create barriers to serving customers
  & improve/eliminate these to create value for customers.
• Motivate & inspire staff to improve service levels, through implementation of service initiatives & ongoing coaching.
• Provide
  ongoing feedback on customer service to all levels within the business,
  ensuring an integrated country effort around service initiatives.
• Perform snap checks throughout branch networks for improved sales and service delivery excellence.

Service Improvement

• Analyse
  Customer service performance across the retail network by evaluating
  results from formal customer surveys, Mystery shopping, Customer
  Feedbacks and create recommendations for service improvement for
  approval by the Service Head.
• Analyzing Customer service reports
  as per formal customer surveys, Customer Feedback channels, Mystery
  Shopping, Quality Assurance and create recommendations for service
  improvement.
• Perform analysis of the available MIs and provide
  necessary support (Material & Human Capacity) to ensure complaints
  and queries are resolved within 5 days to achieve >80% FDR resolution
  rate and 90% overall resolution rate and as would be reviewed from time
  to time.
• Ensure the all complaints per retail branch network
  are well logged-in and documented appropriately from capture to closure
  and tally with Customer Service Unit back-office records.
• Perform
  and coordinate branch visits and interact with branch staff in the
  frontline to understand their perception of service issues and ensure
  that the feedback is incorporated in the overall service analysis
  conducted for service improvements.
• Roll-out service
  improvement initiatives as assigned by the Service Head, including
  creating training and communication material.
• Participate in
  induction training of all new bank staff by presenting the principles of
  customer service and any specific initiatives to new joiners.
• Act
  as key contact point for providing information to retail / branch and
  other staff on service improvement incentive programmes.
• Encourage
  branch input to service delivery by conducting branch visits and
  interacting with CA (Prestige Banker/Service champions) and Branch
  Managers to obtain their inputs to service improvement.
• Ensure that action plans are put in place to evaluate, and where appropriate, implement service improvement initiatives.
• Responsible
  for end-to-end management of Feedback E-Mail System, CX Survey Vendors,
  Mystery shopping and Quality Assurance tasks.
• Ensure product
  knowledge and product information are well communicated to the Retail
  Branch networks through group meetings, trainings and knowledge base
  (FAQs) development for effective use.
• Perform and coordinate branch competitions through performance evaluation
• Competitors
  Performance on Service Front:Table out our service offering against the
  competitors to get the right bench marking in the market
• Address
  action steps for areas where we are performing below the competitors /
  market as to how we can raise the bar above what the competitors are
  offering
• Developing CapabilityProvide active and inspiring leadership to Front-End Service team.
• Be a visible advocate of service for the team, role modelling all behaviours as related to customer service.

Reporting Control

• Ensure
  timely periodical reports are produced with 100% accuracy and submitted
  with recommendations for appropriate management decision making; (CX
  reports to stakeholders, Calling Awareness, Mystery Shopping, Quality
  Assurance, Recorded Call Quality Snap checks).
• Ensure close monitoring of the branch operations on service offered and recommend for improvements

Technical Skills

• Vision and direction;
• Personal impact/performance climate;
• Communication/influence;
• Relationship/partnership approach;
• Drive for results;
• Technical skills and knowledge;
• People and capability;
• Planning and organising
• Programme and project management

Personal attributes

• Able to quickly understand and work within/around the political environment in which the team is operating
• Must be an A player capable of leading large Change Programs and influencing stakeholders at all levels
• Considerable
  ability to ‘hit the ground running’ in an unfamiliar environment
  Significant personal flexibility and geographic mobility

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Knowledge & experience
Essentials

• Understanding
  all elements necessary for successfully implementing large scale change
  initiatives (Process Reengineering Methodologies, Behavior and mindset,
  KPIs)
• Experience in using any of the available behavioural model
• Experience in designing and presenting large scale training programs
• Demonstrable track record of successfully delivering change initiatives
• Minimum of 2 years Project and Program management experience
• Appropriate professional accreditation in the Group’s mandated methods:
• Program Management – MSP (Practitioner Level)
• Project Management – Prince II (Practitioner Level)
• Six Sigma Green Belt or above
• Entrants without formal accreditation will be expected to achieve accreditation within 1 year of entry E

Preferred

• Understanding of all frontline and other technical support systems:
• Knowledge of competitor and market activity in local area
• Capable to undergo products training awareness.
• Ability to work independently with minimal supervision.
• Excellent understanding of the Tracker System for follow-up and feedback.
• Ability to perform customer service training
• Formal qualification in Service Management
• At least 2 years experience directly in a service environment, preferably in the financial services sector.
• Understanding
  of CRM systems and process improvement initiatives Ability to implement
  projects / programs according to set objectives & timelines, across
  a wide business platform.
• Ability to handle bitter/ upset and angry customers
• Commitment and ability to work under pressure
• Previous service-orientated, customer-facing role
• Front line experience

Risk and Control Objective
Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture

• Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management.
• Report
  all risk events / incidents / issues using the defined process for your
  business area and help to understand why these happened and how to
  prevent them in future.
• Proactively look for ways to improve
  the control environment by considering what could go wrong in the
  processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable
• Keep
  up to date on all regulatory changes and could articulate the impact to
  the Business, be well informed on the industry thinking.
• All mandatory training completed to deadline

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Technical skills / Competencies

• Vision and direction;
• Personal impact/performance climate;
• Communication/influence;
• Relationship/partnership approach;
• Drive for results;
• Technical skills and knowledge;
• People and capability;
• Planning and organising
• Programme and project management.

Knowledge, Expertise and Experience
Essential

• Wide-ranging compliance experience in a financial services environment.
• Good understanding of current and anticipated UK, European and other countries’ requirements, and supervisory expectations.
• Experience in policy setting and roll out.
• Experience in compliance, preferably with an international exposure.
• He/she is likely to be a graduate and / or have a professional qualification.

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Absa Values
Approvals
Absa’s
Values and Behaviours represent the set of standards which governs the
actions of all of us who work for the bank and against which the
performance of every one of us in Absa are being assessed and rewarded:

• I drive high performance to achieve sustainable results
• I’m obsessed with customer
• I have an African heartbeat
• I believe our people are our strengths

Education
National Diplomas and Advanced Certificates: Office Administration (Required)