Manager, Service Monitoring & Improvement
2025-05-29T12:12:54+00:00
Equity Bank
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_7833/logo/Equity%20Bank.png
https://equitygroupholdings.com/ke/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Banking
Admin & Office
2025-06-18T17:00:00+00:00
Kenya
8
Equity Bank Limited (The “Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 – 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and relat…
Manager, Service Monitoring & Improvement
The role holder is responsible for monitoring service delivery and championing process improvement initiatives to ensure the smooth and efficient operation of services. This role involves managing service quality assurance, data analytics for CX excellence, identifying areas for improvement, and implementing strategies to enhance the overall quality of services. This position reports to the Senior Manager, Service Excellence.
Key Accountabilities
- Monitoring Service Performance: The manager is responsible for monitoring the performance of various services offered by the organization. This includes tracking key performance indicators (KPIs) such as service uptime, response times, customer satisfaction, and other relevant metrics.
- Issue Identification and Troubleshooting: When service-related issues arise, the manager is responsible for identifying the root cause of the problem and coordinating with relevant teams to resolve it promptly. This may involve collaborating with IT, customer support, or other departments.
- Data Analysis and Reporting: Analyzing service data is essential for identifying trends, potential bottlenecks, and areas for improvement. The manager should generate regular reports on service performance and present the findings to stakeholders and the upper management.
- Process Improvement: The manager should continually assess service delivery processes and workflows to identify opportunities for optimization and streamlining. This may involve implementing industry’s best practices or adopting new technologies to enhance efficiency.
- Service Level Agreement (SLA) Management: Collaborating with stakeholders to establish SLAs for various services and ensure that the organization meets these commitments. This involves setting realistic service targets and continuously monitoring performance against those targets.
- Incident Management: When critical incidents occur, the manager should be involved in incident management, ensuring that proper protocols are followed, and the incident is resolved with minimal disruption to services.
- Continuous Improvement Initiatives: Leading efforts to drive a culture of continuous improvement within the delivery teams. Encouraging and supporting employees to come up with innovative ideas to enhance services.
- Customer Feedback and Satisfaction: Gathering customer feedback, conducting surveys, and monitoring customer satisfaction metrics to understand customer needs and expectations better. Using this information to improve service offerings.
- Performance Reviews and Feedback: Providing regular performance feedback and conducting performance reviews for team members to ensure alignment with organizational goals and to identify opportunities for growth.
Qualifications
Education and experience
- Bachelor’s degree in a business-related field.
- Master’s degree is an added advantage.
- Minimum of 8 years’ experience in a financial institution, with a minimum of 3 years in supervisory capacity.
- A track record of developing & implementing data driven dashboards, delivering continuous improvement in service delivery and tracking SLAs.
- A strong understanding of service monitoring principles.
- Knowledgeable about service monitoring & process improvement, service quality assurance and use of dashboards for reporting.
- Demonstrated ability to design and deploy dashboards using best practice data analytics techniques, track CX Metrics and KPIs.
Monitoring Service Performance: The manager is responsible for monitoring the performance of various services offered by the organization. This includes tracking key performance indicators (KPIs) such as service uptime, response times, customer satisfaction, and other relevant metrics. Issue Identification and Troubleshooting: When service-related issues arise, the manager is responsible for identifying the root cause of the problem and coordinating with relevant teams to resolve it promptly. This may involve collaborating with IT, customer support, or other departments. Data Analysis and Reporting: Analyzing service data is essential for identifying trends, potential bottlenecks, and areas for improvement. The manager should generate regular reports on service performance and present the findings to stakeholders and the upper management. Process Improvement: The manager should continually assess service delivery processes and workflows to identify opportunities for optimization and streamlining. This may involve implementing industry’s best practices or adopting new technologies to enhance efficiency. Service Level Agreement (SLA) Management: Collaborating with stakeholders to establish SLAs for various services and ensure that the organization meets these commitments. This involves setting realistic service targets and continuously monitoring performance against those targets. Incident Management: When critical incidents occur, the manager should be involved in incident management, ensuring that proper protocols are followed, and the incident is resolved with minimal disruption to services. Continuous Improvement Initiatives: Leading efforts to drive a culture of continuous improvement within the delivery teams. Encouraging and supporting employees to come up with innovative ideas to enhance services. Customer Feedback and Satisfaction: Gathering customer feedback, conducting surveys, and monitoring customer satisfaction metrics to understand customer needs and expectations better. Using this information to improve service offerings. Performance Reviews and Feedback: Providing regular performance feedback and conducting performance reviews for team members to ensure alignment with organizational goals and to identify opportunities for growth.
A track record of developing & implementing data driven dashboards, delivering continuous improvement in service delivery and tracking SLAs. A strong understanding of service monitoring principles. Knowledgeable about service monitoring & process improvement, service quality assurance and use of dashboards for reporting. Demonstrated ability to design and deploy dashboards using best practice data analytics techniques, track CX Metrics and KPIs.
Bachelor’s degree in a business-related field. Master’s degree is an added advantage. Minimum of 8 years’ experience in a financial institution, with a minimum of 3 years in supervisory capacity.
JOB-68384f46ab27f
Vacancy title:
Manager, Service Monitoring & Improvement
[Type: FULL_TIME, Industry: Banking, Category: Admin & Office]
Jobs at:
Equity Bank
Deadline of this Job:
Wednesday, June 18 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Thursday, May 29 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Equity Bank Limited (The “Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 – 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and relat…
Manager, Service Monitoring & Improvement
The role holder is responsible for monitoring service delivery and championing process improvement initiatives to ensure the smooth and efficient operation of services. This role involves managing service quality assurance, data analytics for CX excellence, identifying areas for improvement, and implementing strategies to enhance the overall quality of services. This position reports to the Senior Manager, Service Excellence.
Key Accountabilities
- Monitoring Service Performance: The manager is responsible for monitoring the performance of various services offered by the organization. This includes tracking key performance indicators (KPIs) such as service uptime, response times, customer satisfaction, and other relevant metrics.
- Issue Identification and Troubleshooting: When service-related issues arise, the manager is responsible for identifying the root cause of the problem and coordinating with relevant teams to resolve it promptly. This may involve collaborating with IT, customer support, or other departments.
- Data Analysis and Reporting: Analyzing service data is essential for identifying trends, potential bottlenecks, and areas for improvement. The manager should generate regular reports on service performance and present the findings to stakeholders and the upper management.
- Process Improvement: The manager should continually assess service delivery processes and workflows to identify opportunities for optimization and streamlining. This may involve implementing industry’s best practices or adopting new technologies to enhance efficiency.
- Service Level Agreement (SLA) Management: Collaborating with stakeholders to establish SLAs for various services and ensure that the organization meets these commitments. This involves setting realistic service targets and continuously monitoring performance against those targets.
- Incident Management: When critical incidents occur, the manager should be involved in incident management, ensuring that proper protocols are followed, and the incident is resolved with minimal disruption to services.
- Continuous Improvement Initiatives: Leading efforts to drive a culture of continuous improvement within the delivery teams. Encouraging and supporting employees to come up with innovative ideas to enhance services.
- Customer Feedback and Satisfaction: Gathering customer feedback, conducting surveys, and monitoring customer satisfaction metrics to understand customer needs and expectations better. Using this information to improve service offerings.
- Performance Reviews and Feedback: Providing regular performance feedback and conducting performance reviews for team members to ensure alignment with organizational goals and to identify opportunities for growth.
Qualifications
Education and experience
- Bachelor’s degree in a business-related field.
- Master’s degree is an added advantage.
- Minimum of 8 years’ experience in a financial institution, with a minimum of 3 years in supervisory capacity.
- A track record of developing & implementing data driven dashboards, delivering continuous improvement in service delivery and tracking SLAs.
- A strong understanding of service monitoring principles.
- Knowledgeable about service monitoring & process improvement, service quality assurance and use of dashboards for reporting.
- Demonstrated ability to design and deploy dashboards using best practice data analytics techniques, track CX Metrics and KPIs.
Work Hours: 8
Experience in Months: 96
Level of Education: bachelor degree
Job application procedure
Submit your CV and Application on Company Website : Click Here
Closing Date : June 18, 2025
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