In collaboration with all involved business lines, the role of the CEPI team is to manage and monitor all aspects of the customer experience with the end view of improving customer satisfaction with most critical customer processes and people-customer interaction within Retail Banking. This will be done in a cost effective manner (cost of production and cost of risk).
Within the CEPI team, the CEPI Project Manager in charge of Processes and IT will focus on:-
- Procedures
- Process workflows
- Process monitoring tools and control maps
- IT
- Ensuring BSF users have the minimum required hardware to support new developments.
The CEPI Project Manager will put in place the necessary changes to ensure sustainability for customer satisfaction.
Where such changes require it, the CEPI Project Manager will seek the necessary support and contribution from within both the Retail Banking Group and key BSF Group functions.
In specific, the role the CEPI Project Manager will:-
Understand drivers of customer satisfaction and the impact of processes and people interaction on customer perceptions.
Consult with all necessary parties in the Bank to understand and manage day to day customer interactions and drive change.
Initiate and /or coordinate mapping and review of processes to determine bottlenecks and to recommend courses of action to improve satisfaction drivers.
Review systems and procedures and recommend changes to improve product features, delivery of products and quality service to customers from inception to implementation.
Develop customer experience, service quality and process improvement plans and direct implementation of these plans.
Measure effectiveness of new processes, product deployment and control measures resulting from implementation of new initiatives.
Monitor peformance in terms of managing and meeting customer expectations, and commitment to continued imrovement of the service provided to customers.
Establish and maintain a service quality network with all the channels and segment managers for training, disseminating information, obtaining feedback and reporting on performance measures and trends.
Conduct awareness programs focusing on performance standards for processes, channels or services.
Ensure the accuracy and timeliness of the data collection and reporting process to line managers, providing a systematic method for addressing deficiencies as they are identified.
Formulate service standards and performance indicators for each type of activity or service for all delivery channels impacting on customer experience.
Recommend training or orientation programs that will enhance sales and operations processes and eventually result in improvement in customer experience.