Requirements
The CX Governance Assistant Manager requires a Bachelor's degree in Business Administration, Management, or a related field, with 5 years of experience in governance, compliance, or process improvement roles. A minimum of 10 years of experience in the banking industry, preferably corporate, is also required. Strong analytical, reporting, and problem-solving skills, along with excellent communication and interpersonal skills, are essential. Knowledge of RCSA and BCP processes is a plus.
Description
Job Purpose
The CX Governance Assistant Manager will play a critical role in ensuring the effective management of service requests and complaints, business process enhancements, and the voice of the customer (VOC) channels. This position will be responsible for quality scoring, reporting, system changes, access matrix updates, and the timely monitoring of Risk Control Self-Assessment (RCSA) and Business Continuity Planning (BCP) processes. Additionally, the role will involve conducting annual capacity utilization assessments to optimize team performance.
Key Results Area
- Oversee the resolution and handling of service requests and complaints, ensuring timely resolution and adherence to service level agreements (SLAs).
- Analyze complaint trends to identify areas for improvement and share it with Head of CX
- Develop and maintain a quality scoring system to evaluate the Service team.
- Communicate team scoring results with Head of Service team/CX Head to ensure identifying team gaps and areas of performance enhancement with high accuracy.
- Sharing on monthly basis performance and volumes reports with the Head of CX and Service team, highlighting key metrics and performance indicators.
- Update and maintain the access matrix to ensure appropriate access levels for team members.
- Ensure New On Boarded staff have been granted all related/ appropriates system access for fulfilling their roles, and their appropriate tools to maintain their adequate level of performance
- Conduct regular monitoring of RCSA and BCP processes, ensuring compliance with internal policies and regulatory requirements.
- Prepare documentation and reports related to risk assessments and continuity planning.
- Conduct annual assessments of capacity utilization to ensure optimal resource allocation and team performance.
- Conduct awareness sessions for existing and new joiners on the existing scoring system and top mistakes which impact team performance measures
- Identify opportunities for efficiency improvements and report findings to CX Head.
- Ensure new circulars/mandates raised from regulator or CIBG /IBG are being shared and implemented with CX/CCU Heads
- Ensure new systems /platforms CCU guides are being adequately established and in place for the CCU team to utilize.
- Monitor and follow up Bank Agile meetings and any other bank related formats
- Ensure abiding by CBE – COZO framework requirements
- Monitoring operational workflows EDMS, CRM, etc. VOP reports
- Complete understanding of back office processes locally and internationally
- Ability to analyze root of problems and define escalation processes and to track problem resolution
- Manage the work-related issues faced by the team members in their everyday activities and the inter-departmental interactions.
- Authority to propose and implement CX policies and procedures
- Approval of guidelines for Customer interactions
- Liaise with executive leadership to ensure alignment on governance strategies.
- Decision making responsibility regarding Risk assessment in CX initiatives
- Authority to recommend process reviews, technology changes and modifications
- Authority to ensure compliance with regulatory requirements related to customer experience
Problem Solving
- Complete understanding of back office processes locally and internationally
- Ability to analyze root of problems and define escalation processes and to track problem resolution
- Manage the work-related issues faced by the team members in their everyday activities and the inter-departmental interactions.
- Authority to propose and implement CX policies and procedures
- Approval of guidelines for Customer interactions
- Liaise with executive leadership to ensure alignment on governance strategies.
- Decision making responsibility regarding Risk assessment in CX initiatives
- Authority to recommend process reviews, technology changes and modifications
- Authority to ensure compliance with regulatory requirements related to customer experience
Decision Making authority
- Authority to propose and implement CX policies and procedures
- Approval of guidelines for Customer interactions
- Liaise with executive leadership to ensure alignment on governance strategies.
- Decision making responsibility regarding Risk assessment in CX initiatives
- Authority to recommend process reviews, technology changes and modifications
- Authority to ensure compliance with regulatory requirements related to customer experience
Knowledge and Experience
- Bachelor’s degree in Business Administration, Management, or a related field.
- 5 years of experience in governance, compliance, or process improvement roles.
- 10+ years in banking industry , preferably corporate
- Strong analytical, reporting, and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in [specific software/tools relevant to the role].
- Knowledge of RCSA and BCP processes is a plus