Client Experience Analyst

Job Summary

To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details.

Job Description

Job Purpose

This is a Customer Experience analytics role to be carried out within the ABSA Africa Corporate and Investment Banking Front office service support, and the role holder may be required to work flexibly across a variety of different activities and engage with pan bank stakeholders to deliver service governance for world class client experience to corporate clients.

• To assist Client Experience Lead with data analytics to coordinate and ensure that Coverage, Products and Operations teams provide excellent customer service to corporate customers through proactive provision of all day-to-day corporate bank business
• To assist Client Experience Lead with data analytics, to manage the day-to-day activities of corporate customers service experience with a responsibility of ensuring satisfaction of the Customers and support to branches in their corporate customers’ service initiatives
• To assist Client Experience Lead with data analytics, to coordinate and ensure that service standards are observed by business, operations, and branch distribution to achieve the set goals and objectives for market leadership in Corporate and Investment Banking
• To assist Client Experience Lead with data analytics, to manage and ensure that corporate service standards and the service governance and control environment is sound through compilation and review of various Client Experience Data and MI analytics spanning but not limited to Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, Payment’s documentation tracking, Excess Mgmt. tracking and archiving, monthly service pack and service dashboards, coordinating customer surveys etc.
• To compile data analytics for assessment and review of the Account Opening documents against the current policy rules and guidelines; including vetting of account opening documentation & change mandates against existing policies and procedures and capture applications and account maintenances in the system, and compilation of various Client Experience Data and MI analytics spanning but not limited to Customer Onboarding, Complaints and Queries Management, Clients Experience Service Standards Governance Reports, Payment’s documentation tracking.

Key Accountabilities

Client Experience Governance Analytics– 70/80%

Compile data analytics and MI for managing but not limited to the following client experience activities and measures:

• Ensure escalation of all service issues relating to (including of and not limited to) processes and queries not closed within agreed timeframes is done to the appropriate level and person(s), ensuring that the CX Lead, or designate is advised.
• Ensure Complaints MI is circulated monthly to the CIB team highlighting the emerging service trends and themes with a view to improving client experience.
• Ensure quality of cases is as per the complaints handling guidelines and feedback to the teams on any gaps on complaints logged.
• Ensure root cause of client complaints is identified.
• Ensure 80% of all cases are resolved on the same day.
• Ensure quality of details captured on the CIB complaints MI is 100% accurate, concise, and timely.
• Support in designing and managing business processes to minimize income leakages and boost efficiency and effectiveness.
• Track the Error Rate of returned documentation on KYC for each RM/CMA through MI circulated monthly.
• Ensure to create a customer database that is ‘alive’ and ensure that contact information is updated on a quarterly basis as a minimum.
• Develop and manage effective MI that drives the CIB business and enhances business and individual performance.
• Compile adhoc MI that may be required from time to time.
• Participate in ARO and Kenya service meetings with a view to find solutions to emerging service themes.
• Pro-actively track all logged client cases/pre-empted queries to ensure that they are being handled as per expected standards and TCF policy.
• Use weekly MI to address areas of focus that are flagged with an AMBER or RED rating.
• Work closely with CX team in championing a culture of operational excellence to deliver ever-improving performance standards to corporate customers.
• Identify improvements to processes and procedures that will improve the delivery of excellent operational service and effectiveness, and champion these improvements, within agreed guidelines
• Ensure that all UA01 files/folders are filed within the CIB shared folders as per data retention schedules while ensuring 100% integrity of files/folders is maintained. Tableau files and actioned UA01 files or folders should easily be available when required by stakeholders.
• Management and circulation of the UA01 tracker to stakeholders to ensure compliance in reporting excesses as per that excess reports’ rules set.
• Conduct monthly sampling for supporting documentation of online outward remittances that are over USD 10,000 or its equivalent in other currencies.

Business Management – 20/30%

• Participating in regular coverage huddles to focus on problem areas and implementation of practical solutions.
• Ensure workflow between front and back office/operations teams is smooth, regular and proactive. All internal deadlines met with least expectation being far within SLA.
• Proper handover during leave with handover notes/actions discussed and agreed at least one (1) week before scheduled leave.
• Adhere to the agreed procedures and plan i.e. leave rotation etc.
• Actively participate in training sessions and team building events.
• Actively respond to and improve on feedback provided in the multi-source form.

Preferred Qualification

• University degree in a Business-related area from a recognized institution.

Preferred Experience

Essential

Knowledge of the Bank’s products, services and policies and/or other specialist knowledge required to undertake the role:

• Basic technical skills relating to customer service equipment, detailed working knowledge of the bank’s frontline systems, understanding of all front and back-office processes and procedures, and working knowledge of risks and controls relating to telephonic transactions
• In-depth knowledge of relevant processes and procedures
• In-depth knowledge of operational risk and rigor requirements and standards applicable to the relevant processes and procedures.
• Clear understanding of the team performance objectives – service level agreements and customer service targets.
• Sound understanding of technical systems e.g., Sybrin/ FCR/OWLS/KAMLS/BOC/SES/Salesforce, Tableau, QlikView etc.
• A working knowledge and understanding of relevant legislation e.g., KYC, Money Laundering & service standards
• Good knowledge of corporate banking service standards and complaints handling procedure.
• Knowledge of team interfaces with other business areas, centers and branches.
• A broad awareness of bank products and services, and knowledge of corporate banking products
• Appropriate experience in a customer service environment and people management experience preferably in corporate banking

Training is likely to assist effectiveness in the role and may have been completed prior to undertaking this role:

• Compliance Policies
• Corporate Service Standards and Complaints Management process
• AML
• KYC and Operation Rigor training

Additional details of exceptional aspects of the demands of the role:

• Pan bank stakeholder management on corporate service touchpoints, and SLA monitoring
• Visual concentration relating to screen-based work and checking work done
• Work flexibly across a range of processes and activities.

Knowledge and Skills

• Teamwork skills in a high-pressure environment
• Excellent communication and presentation skills
• Excellent telephone skills
• Internal networking skills
• Analytical, Information gathering, Creative Thinking and Decision-Making skills
• Change management abilities including issue management and resolution
• Service driven and Stakeholder Management
• Drive Performance, Delight Customers and Execute at Speed.