Service Monitoring Officer at Kuda Bank

Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world’s smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading ‘Neobank’ for Africans.

To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

We are recruiting to fill the position of:

Job Title: Service Monitoring Officer

Location: Nigeria
Employment Type: Full Time
Category: Customer Excellence

Description

We are looking for a Service Monitoring Officer to join our team and be responsible for measuring, tracking, analyzing and reporting on service performance metrics and providing recommendations to improve service levels

Responsibilities

Manage the service measurement dashboard to capture critical service metrics across the organization.
Manage the Enterprise Feedback Surveys (External, Internal, Ad-hoc, and Instant Surveys) and provide actional insights and recommendations for improvement.
Provide Monthly Service Performance Reports and recommend initiatives to improve service delivery.
Ensure proper tracking and analysis of all service indications across the support teams [FCR, Service Levels, Abandoned calls, response time, etc.]
Real-time monitoring of turnaround for critical customer-impacting processes and SLAs.
Run periodic campaigns to communicate service measurement attributes
Provide periodic insights to support other CX functions.
Carry out competitor/industry analysis to keep abreast of service trends and also recommend appropriate intervention to enhance our service offerings
Benchmark local and international competitors (service trends, product features, process, strategies, and pricing) and provide recommendations to enhance our service offering.

Requirements

B.Sc. (MBA added Advantage) .
Minimum of 3 years’ experience in a similar role
Research methodology, analysis & interpretation
Understanding of a full range of Kuda’s products
Knowledge of regulations governing the management of financial services.
A broad understanding of the bank’s procedures and policies and Computer literacy.
High degree of intelligence, communication, and analytical skills.
Excellent customer relationship development/management.
Service Quality Manageme.nt.
Creative and innovative.
Advanced Presentation Skills.
Good Analytical Skills/ Problem solving / Interpersonal Skills.
Proficient in Data Analysis and Reporting.
Proficient in Research Skills.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.