NCBA Rwanda Overview
With the combined strength, experience and expertise of NIC and CBA, NCBA takes asset finance to the next level. You can now look forward to a streamlined process. It’s simpler, easier and faster
Job Description
Job Title:
Team Lead
Reports to: Senior Customer Experience
Manager
Unit: Contact Centre Department: Customer Experience
Grade: Band 4
Job Purpose Statement
Deliver exceptional performance by leading the overall performance of the inbound and outbound Customer Contact Centre support. This includes driving excellent customer service, query and incident resolution, using the CRM to track and monitor query resolution TATs and performance reporting, as well as supporting business development across both internal and external customers. Ensure zero customer complaints due to poor service from inbound agents, while managing escalations in a timely manner.
Key Accountabilities (Duties and Responsibilities)
Perspective % Weighting
(to add up to 100%)
Output
Financial 5% • Manage the Front and Back Office units to ensure set targets are met and achieved
• Together with the Senior Customer Experience Head, create ownership of the Contact Centre strategy and targets. Ensure that the contact centre strategies and business goals are aligned to the banks overall growth strategy.
• Manage cost within budget
• Ensure nil operation loss
Internal 35% • Ensure the Service Level targets are met and exceeded
Controls, • Ensure customer delight is achieved and sustained through
Processes & favourable customer feedbacks and survey ratings.
Procedures • Liaise with other departments for all escalated issues to ensure that
issues are sorted out within stipulated turnaround time.
• Satisfactory audit ratings (internal & external)
• Offer shared services support to countries within NCBA network
• Back up function for Inbound/outbound units is readily available
• Ownership of SLAs, and productivity matrix for the assigned teams
• Manage Business Continuity Process(BCP)and Risk Control self- assessment (RCSA) for Contact Centre
• Manage general incoming calls into the contact centre
Ensure that the Contact Centre meet’s all the set quality standard Seamless support to business teams through the Contact Centre Effectiveness of Contact Centre section structure and systems
(policies, processes, procedures and tools) in achieving
• compliance requirements, optimal efficiency, resource utilisation
and cost containment
Ensure Contact Centre systems vendors provide efficient support Manag contact centre operation, and ensure that all channels of communication are efficiently managed (Social media, emails, telephone lines)
Ensure compliance with regulatory requirements impacting customer experience function and implementation is done on a timely basis
Develop and implement call reduction strategies that will reduce cost of Contact Centre operations
Ensure you and your team remain alert to the risk of money
laundering and fraud. Assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicions,
• safeguarding records and not disclosing suspicions to customers”
Management of the inbound and outbound units operational risks by minimizing the risks of loss arising out of inadequate or failed internal processes, people, systems and external events.
Customer 50%
• Efficiency in monitoring of bank social media platforms, within Experience
• quality, standards and speed, while eliminating any reputational
and brand risk
Monitor service interruptions and adequately communicate status of these to customers as per the consumer protection regulation
Maintain effective communication with customers by managing, translating and ensuring timely release of customer
• communication requests from business units and countries
Ensuring proper and prompt service delivery through monitoring service Levels provided by the agents in order to ensure standards achieved against the promised delivery levels.
Monitoring of the customer complaints to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use
Provide high level of service to the internal customer based on accuracy, responsiveness and turnaround time.
Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
In conjunction with the Senior Customer Experience Manager, co-ordinate Contact Centre and support Customer Experience initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements. Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution.
• on response to customer queries on phone or by letters is strictly adhered to.
Ensure there is a robust departmental internal customer
satisfaction rating by ensuring the team lives the NCBA bank
Values.
Overall accountability for contact Centre merchandising. Create reward and recongnition initiaitves to drive employee engagement at the contact center
Monitor the inbound &Outbound team Schedules to ensure proper resource capacity for both peak and off peak periods. Monitor random calls to improve quality, minimize errors and track operative performance
Demonstrate appropriate attitudes towards consumers through handling the complex customer complaints or enquiries
escalated.
Liaise with contact center team and the banks stakeholders to gather information and resolve issues/crisis
Decision making on down time management at the contact centre. Managing of scripts to be applied, customer
communication and service recovery.
Learning and 10%
• Provide leadership around customer experience by development
growth
• and coaching of Agents to ensure conducive work environment
and employee satisfaction.
Training to ensure adequacy of personal and staff competence to effectively perform Contact Centre tasks.
Ensure that staff abide by the NCBA Bank Values at all times. Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.
Manage performance /disciplinary issues/grievances for staff.
Willing to perform any other reasonable and lawful duties assigned by management
Job Dimensions
Reporting Relationships: jobs that report to this position directly and indirectly
Direct Reports Front and Back office staff
Indirect
Reports
Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.
Internal
Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role.
• Reversals to customer accounts.
• Exceptional approval on customer requests
• Team requests – for offs , leave , shift etc
• Approval on costs within set budgets
• Discretion on Rotation of Contact Centre staff within the various roles.
Work cycle and impact: time horizon and nature of impact (Planning)
(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)
• Ensure the development plan is accomplished.
• Shift management.
• Leave management.
• Performance Reviews
Ideal Job Specifications
Academic: University Degree- Upper Second or GPA 3.0
Professional:
• Business, and Finance management training
• Leadership management
Desired work experience:
• 4 years in Contact Centre operations in medium to large organization.
• 1 years in supervisory role
• Proven track record of consistently meeting customer expectations and exceeding set targets.
• Excellent Bank product knowledge
• Versatility, flexibility, passion and commitment to quality Customer experience/Service delivery.
NCBA Bank Core Value Behaviours (Performance Drivers)
DRIVEN: - We are passionate, make bold decisions and learn from our failures. We seek new challenges and appreciate different views constantly raising the bar. We explore our full potential.
OPEN: - Our interactions are candid, honest and transparent. We listen to each other and our clients. We are inclusive and always respect each other.
RESPONSIVE: - We are proactive, act quickly and resolutely to deliver results. We put our customer’s interests at the heart of all that we do. We keep it simple and seek new ways to improve.
TRUSTED: - As a trusted partner we do what is morally right always. We keep our word. We are
accountable and believe in each other.
• Leadership to nurture and sustain employee satisfaction; and to manage changes
Organisation development to effectively structure operations of the
Contact Centre for optimal performance
The ability to act and make decisions without the help or advice of other people
People Management Performance Management to optimise employee productivity
Communication Well-developed oral and report-writing skills, ability to work with, lead and build motivated teams.
skills(Oral & Written)
Compliance and
Top notch understanding of the regulatory issues, reporting and operational requirement as provided by BNR, RRA etc
Regulatory Framework
Banking Knowledge Broad knowledge of banking operations and processes as well as the banks products
Customer Focus A frontline mind-set and organisational culture that aims to amaze customers at every turn by exceeding their expectations both in terms of performance and product excellence
Risk management Ability to anticipate and mitigate risk by developing appropriate Risk
Management Policies for the Bank
Problem Solving and Analyses issues and breaks them down into their component parts. Makes systematic and rational judgements based on relevant information.
Analysis
Technical Competencies
Financial Acumen
Has knowledge and tact in achieving financial targets, generating leads, maintaining and retention of customers
Behavioural Competencies
Human Resources
Management Skills Leadership Skills, Team Building and ability to train, develop, coach and mentor staff.
Responsiveness Available , ready, willing and going out of way to perform tasks in an extra ordinary way, while meeting turnaround time, and exceeding customer expectations
Negotiation Skills Must be a good negotiator, particularly in changing behaviour and work practices but always Win/Win.
Personal Ethics Must be honest, fair, just but firm with self, and of high integrity
Results and
Achievement Oriented Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he leads.
Personal Motivation and Team Drive
Self-empowerment to enable development of open communication, teamwork and trust that are needed to fuel performance and customer-service oriented culture.
Engagement To engage all stakeholders within the set brand values, while upholding integrity, morals, professionalism ,moral ethics and without prejudice
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