Manager- CX Analytics & Reporting

20 أكتوبر، 2022

0 2 3 دقائق

Job Description

Job Description
The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization:

Implementing and formulating key customer engagement strategies based on aspects of customer life cycle in order to effectively manage and optimize the customer experience, build loyalty and ensure customer retention
Drive customer experience measurement process, analysis and reporting including target setting based on continuous monitoring of customer feedback
Lead Customer insight & Performance across the groups as well as drive enhancement programs.
Implementing and formulating key customer engagement strategies based on aspects of customer life cycle in order to effectively manage and optimize the customer experience, build loyalty and ensure customer retention.
Implementing and measuring service standards across all touch points of customer's interactions across all segments, channels, products and transactional functions. The role holder will adopt a customer-friendly approach with adequate controls thus influencing improvement in customer satisfaction
Developing and implementing approach to effectively manage customer data and insights from all sources and channels, ensuring that best practice customer analytics techniques are employed.
Identify trends and areas for potential experience improvement and monitoring and reporting performance against customer experience KPIs and service levels.
Examine customer experience related to PBG segments and CIB accounts
Participate in cross-functional projects to enhance the customer experience of FAB customers
Drive initiatives to enhance the customer experience and service excellence of GAB and guide business segments in implementing relevant changes and adopting robust process control
Monitor PBG & CIB ( as relevant ) operations, report shortfalls and oversee the implementation of recommendations that ensure operational excellence
Define the operating framework for the department and ensure compliance with internal quality standards
Ensure all reports of the group are prepared in a timely and accurate manner and meet the group's policy and standards

Strategy Development and Implementation:

Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.
Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.
Ensure the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.
Leads key Business process, e.g. rethinking/ redesigning of key PBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
Develops a roadmap for comprehensive redesign of acquisition and service processes
Manages the full life cycle of project management including planning, execution and handovers

Leadership:

Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximise performance.
Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements
Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.
Lead a team and manage their work streams and work plans towards execution of target milestones

Change Management:

Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
Proactively identifies and provides solutions for any strategic delivery risks and issues
Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required
Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback , or other key transformation initiatives
Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Reporting:

Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
Package and present progress, next steps and challenges regarding projects to the management as and when required
Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
Proactively identifies and provides solutions for any strategic delivery risks and issues

Qualifications
Bachelor's Degree
5-7 years related work experience