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Transactional Customer Satisfaction Index and/or NPS Score
Number of resolved client queries at first contact.
Service Quality Assurance Score
Adherence to Service Level Agreements & Schedule
Campaign reach rate
Compliance to KYC/AML and applicable banks processes and procedures
Product and Process Post Training Score
About the Role
Job Description
Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.
Customer Experience Executive
Job Summary
Provide first contact customer support through the available channels in the Bank’s 24/7 Contact Center
KEY PERFORMANCE INDICATORS
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