Head, Service Excellence – ()
Description
Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers – the largest customer base in Africa. Currently the Group is seeking additional talent to serve in the role of Head, Service Excellence.
Job Purpose
The role holder is responsible for driving superior customer fulfillment by leading a excellent service framework focused on quality, compliance, and continuous improvement. This role champions customer-centricity aligns service delivery with strategic goals, and enhances operational efficiency to boost satisfaction, loyalty, and brand trust, reporting to the Head of Customer Experience & Communication.
Key Accountabilities
Service Quality Assurance & Compliance
- Lead the development and implementation of service quality frameworks to ensure adherence to internal standards, regulatory requirements, and customer expectations.
- Establish and monitor quality assurance programs to drive consistency and compliance across all channels.
Experience Monitoring & CX Performance Management
- Oversee service monitoring initiatives, ensuring CX performance is measured and tracked using clearly defined KPIs.
- Utilize data analytics and VOC insights to identify trends, uncover pain points, and drive decisions that improve customer experience and operational efficiency.
Process Optimization & Innovation
- Identify service delivery gaps and inefficiencies, and implement process improvement initiatives that streamline operations, reduce turnaround times, and enhance customer satisfaction.
- Champion a culture of innovation and continuous improvement within the Service Excellence team.
Knowledge Management & Capacity Building
- Develop and maintain a centralized knowledge management system to support frontline teams with up-to-date product and service information.
- Oversee the design of training programs to enhance service competencies, product knowledge, and communication effectiveness.
Customer Escalations & Issue Resolution
- Provide senior oversight for high-impact or complex customer escalations.
- Collaborate with internal stakeholders to ensure timely, effective, and customer-focused resolutions while safeguarding the bank’s reputation.
Stakeholder Engagement & Cross-Functional Collaboration
- Act as a service excellence ambassador across the organization by building strong cross-functional relationships.
- Collaborate with the CX business partnering team to embed customer insights into strategic decisions and support service-related change and transformation initiatives.
Qualifications
Education and experience
- Bachelor’s degree in a business-related field.
- A master’s degree is an added advantage.
- Minimum of 12 years’ experience in Banking/financial institution or relevant sector, with a minimum of 5+ years in management capacity.
- A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Service Excellence.
- Experience of leading and delivering change and business improvement initiatives, including people and cultural change.
- A strong understanding of service excellence principles.
- Knowledgeable about service monitoring & process improvement, service quality assurance, use of data analytics for decision making, knowledge management & training.
- Demonstrated ability to ensure regulatory compliance as well as policies, procedures, risk parameters and guidelines of the organization are met.
Knowledge & Skills
- Leadership and management abilities.
- Strategic and Detail-oriented.
- Strong process and planning orientation.
- Balances team’s needs with strategic business objectives.
General Competencies
People
- Employee satisfaction
- Employee retention
- Competence development
Customer Focus
- Customer satisfaction
- Customer base growth targets
- Customer loyalty
- Channel satisfaction
Business Systems & Infrastructure
- Productivity or resource utilization standards or benchmarks
- Process review with customer impact in mind
- Process management
- Audit ratings
- Innovation and change management programs
Technical Competences
- Knowledge of Service Excellence Best Practice Standards: Service Quality Assurance, Service Monitoring & Improvement and Knowledge Management.
- Service Compliance & Risk Management: Ability to champion service compliance and risk management culture
- Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail
- Technology Skills: Knowledge of Data Analytics techniques and service monitoring systems
- Business Process Management: Knowledge of business process improvement methodologies
