Client Experience Analyst

Benefits

Additional Information

Empowering Africa's tomorrow, together...one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. My Career Development Portal : Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility. 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