IBB focuses on the development and management of small to medium size accounts by offering both assets and liabilities solutions. The unit leverages on the skills, knowledge, and expertise of its staff to grow the portfolio and increase its contribution to the overall development and profitability of the bank. Customer Experience Assistant Manager ensures the delivery of consistent and uniform levels of service to customers across all touch points. The job holder should be capable of constantly developing and implementing new measures and reengineers processes to ensure delivery of highest quality services to the customers by the frontline.
Key Responsibilities:
- Assisting Customer Experience Manager in driving CX strategies set by the segment to enhance customer experience.
- Monitoring and tracing customer experience metrics, such as, NPS, CSAT and Contactability, to assess the effectiveness of customer experience initiatives. Using these metrics as a basis for continuous improvement efforts.
- Identify opportunities for improvement, setting customer experience goals, and collaborating with cross-functional teams to deliver exceptional service.
- Staying update to date with industry trends, best practices, and emerging technologies and processes that can improve customer satisfaction.
- Collecting and analyzing customer feedback, such as surveys, reviews and customer complaints to gain insights into customer satisfaction and identify areas for improvement.
- Collaborating with the manager to develop action plans to address customer pain points and enhance their overall experience
- Identify opportunities to improve customer journey processes and procedures.
- Collaborating with internal teams, such as CX, Sales and Product Development, to enhance touchpoints and remove any obstacles to ensure a seamless and delightful customer experience.
- Assisting in implementation of customer-centric initiatives, such as, regular customer communications, retention efforts etc.
- Collaborating with internal stakeholders to ensure consistent messaging and execution of these initiatives.
- Assisting in handling escalated customer issues and complaints.
- Collaborating with the team to find quick and satisfactory resolutions, ensuring that the customer concerns are addressed effectively.
- Collaborating with cross functional teams to ensure alignment and consistency in delivering a seamless customer experience.
- Building and maintaining relationships with key stakeholders to understand their needs and incorporate them into the customer experience strategy.
Knowledge & Experience:
Bachelor's degree
Minimum 5 years banking experience with minimum 2 years experience in a similar position/role
Ability to work calmly under pressure
Process Improvement
Banking Operational Skills
Customer Service orientation
Stakeholder management
Personal organization
Communication
What we offer
Competitive salary package
Market-leading incentives
Strong emphasis on work-life balance and wellbeing across the bank
World-class Learning & Development platform and career development
Generous annual leave entitlement and Private Healthcare
Preferential banking facilities for employees
