Assistant Manager ADC & Channel Experience, FINCA Pakistan

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Lahore

Job Description

Purpose of Job: Responsible to assist line manager in service monitoring assignment related to ADCs (call center, ATM) and digital channels, including mobile application, web site and social media channels. Also assist in devising action items for process making & revamping, bringing operational efficiency and ensuring best practices for customer experience excellence. Also, the incumbent is responsible to carry out various surveys to measure client experience at different touch points and sharing analysis.

Job Requirements


Call Centre Service Assessment & Reporting
  • Conduct Call Center service performance assessment and provide relevant insights.
  • Data sampling, assessment, result analysis and reporting to relevant stakeholders.
  • Recommend update in service standards and monitoring criteria time to time.
Customer Pulse Survey Monitoring & Reporting
  • Sampling for survey and Identify branches to conduct CPS activity and coordinate with those branches for smooth running of CPS.
  • Monitoring of CPS survey through data portal and coordination with relevant person at survey agency, to ensure clean data acquisition.
  • Analyze the data and interpret results for actionable insights.
  • Prepare reports for dissemination to relevant stakeholders.
  • Mapping of results with other CX monitoring tools
  • Support line manager in acquisition of survey agency services and relevant tasks including performance evaluations.
Digital Channels Service Monitoring
  • Identification of the impactful KPIs of relevant channels for service monitoring i.e. Mobile application, Social Media, Web Site etc.
  • Implement service monitoring framework and data acquisition.
  • Interpret results and prepare actionable insights and reporting.
ATM Card and Machine Service Performance Monitoring
  • Coordinate with relevant departments for SLA implementation and defining of standards
  • Ensure all regulatory compliance
  • Develop a performance monitoring framework for ATM machine and card performance monitoring.
  • Get tools for data acquisition to reduce lag time in problem identification.
  • Interpret results and prepare actionable insights and reporting.
  • Coordinate with relevant departments for SLA implementation and defining of standards.
  • Other tasks/field visits assigned by line manager for specific assignments.


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