Client Experience Analyst

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.

1. Compile data analytics and MI for managing client experience activities and measures.
2. Ensure escalation of all service issues relating to processes and queries not closed within agreed timeframes.
3. Ensure Complaints MI is circulated monthly to the CIB team.
4. Ensure quality of cases is as per the complaints handling guidelines.
5. Ensure root cause of client complaints is identified.
6. Ensure 80% of all cases are resolved on the same day.
7. Support in designing and managing business processes to minimize income leakages.
8. Track the Error Rate of returned documentation on KYC.
9. Develop and manage effective MI that drives the CIB business.
10. Participate in ARO and Kenya service meetings.
11. Pro-actively track all logged client cases/pre-empted queries.
12. Work closely with CX team in championing a culture of operational excellence.
13. Identify improvements to processes and procedures.

1. University degree in a Business-related area from a recognized institution.
2. Knowledge of the Bank’s products, services and policies.
3. Basic technical skills relating to customer service equipment.
4. In-depth knowledge of relevant processes and procedures.
5. Clear understanding of the team performance objectives.
6. Sound understanding of technical systems e.g., Sybrin/ FCR/OWLS/KAMLS/BOC/SES/Salesforce, Tableau, QlikView etc.
7. A working knowledge and understanding of relevant legislation e.g., KYC, Money Laundering & service standards.
8. Good knowledge of corporate banking service standards and complaints handling procedure.
9. Appropriate experience in a customer service environment and people management experience preferably in corporate banking.