Customer Support Manager, Digital Banking

Job Summary

• To oversee Timiza Virtual Banking day-to-day management of customer services i.e., queries, service requests and complaints resolution in a fair, timely manner; in accordance with Absa’s customer obsession and 10x strategy and in line with the laid down procedures.
• To provide an efficient relationship management between the outsourced customer service vendor (CCI Kenya) and Absa, in accordance with the Contract and External Supplier Control Obligations.

Key accountabilities/Deliverables/Outcomes.

Output to deliver this accountability: 50%

• Ensure effective end-to-end management of customer queries, service requests and complaints received, in full compliance with quality and regulatory standards.
• Ensure effective management and closure of escalated queries, service requests and complaints including those out of SLA.
• Ensure that all escalations are properly channeled to the correct enablers via approved business tools to facilitate resolution while retaining ownership of the same.
• Ensure that all investigative cases are managed within expectation and agree on SLA timelines with the relevant Business Unit.
• Analyze resolution provided by enablers and if the resolution is not fair and just, provide guidance and where necessary escalate to the Product Manager, Head of Digital Channels, or senior management within the Business Unit if further assistance is required.
• Ensure that resolution is communicated to the customer via his/her preferred channel of communication.
• Ensure that the voice of the customer is periodically captured, analyzed, and shared with key stakeholders.

Call Centre Vendor Relationship Management: 20%

• Ensure better management of the relationship to build trust for better service delivery.
• Ensure periodical performance review (i.e., daily, weekly, monthly, and quarterly) are done and minutes/report shared to relevant stakeholders.
• Provide daily technical support to the Call Centre to ensure that all other aligned sub-vendors i.e., systems and telephone service providers, provide their services in accordance with the contractual obligations.
• Analyze service agents’ feedback and where/when necessary, escalate the same to the Head of Digital Channels or designate and relevant enablers for required resolution.
• Ensure that the vendor support agents are screened in accordance with Absa on boarding standards before engagement.
• Ensure that systems user rights are segregated according to approved user roles.
• Ensure that Business Continuity Management (BCM) is in place and periodically reviewed to mitigate any unforeseen service disruptions.

Ethics, Governance and Controls: 25% 

• Ensure all necessary customer business requirements related to Timiza services are implemented.
• Ensure adherence to set and applicable Regulatory standards and principles
• Ensure adherence to set policy and minimum complaint handling principles
• Ensure adherence to Data Privacy Policy.
• Conducting of unplanned /ad hoc reviews to check on conformance to customer queries and complaints management
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards.
• Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure satisfactory rating in all compliance and internal controls audits and share best practices always

Conventional Banking Digital Channels Non-Systems Customer Complaints: 5%

• Weekly review and analysis of the root cause and recommend remedial action to relevant stakeholders
• Represent interest of the Digital Channels complaints in the complaints for a.

Role/person specification.

Qualification.

• Graduate Level

Preferred Experience.

• Relationship management, communication skills, change agent, visionary and strategic thinker, customer obsessed, proactive and agile.

Knowledge and Skills.

• Leadership acumen, problem solving skills, coaching and role model, knowledge and understanding of digital tools and applications.

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)