Service Excellence & Improvement Team Specialist

Role description:

Evoca is seeking a Service Excellence & Improvement Team Specialist who will be responsible for analyzing, optimizing and automating banking service processes, as well as implementing initiatives aimed at increasing their efficiency.

What will you gain?

We are committed to ensuring everyone can flourish in their roles by creating a working environment that supports wellbeing and provides a generous benefits package, a wide range of career and personal development opportunities. By joining Evoca, you will get:

• health insurance;
• travel insurance;
• favorable terms of Evoca products and services;
• holiday and year-end bonuses;
• bonuses on marriage, birth of a child;
• paid days off;
• sport package;
• English language trainings;
• large opportunities for continuous learning and development (participation in international conferences, business trips abroad, opportunities to get international certifications and study in top universities worldwide).

What will you be doing?

• conduct comprehensive studies of customer service processes and service delivery workflows across various branches;
• collect and systematize information regarding process execution procedures, employee roles and performed operations;
• identify and analyze issues arising during the customer service process;
• identify opportunities for process simplification, optimization, automation and digitalization and develop relevant proposals;
• assess the impact of proposed changes on customer service time, employee workload and overall customer experience;
• draft technical specifications (tasks) to implement necessary updates in CRM, AS-Bank (ArmSoft) and other related systems;
• participate in testing and validating developed solutions to ensure their compliance with approved business requirements;
• perform other tasks and assignments given by the direct supervisor.

What skills are we looking for?

• higher education in economics, finance, or management;
• at least 1-2 years of work experience in the financial and banking sector (experience in process study and analysis will be considered an advantage);
• knowledge of banking operational processes and customer service principles;
• work experience with the AS-Bank (ArmSoft) system;
• good knowledge of MS Office applications.

Please send your CV to [email protected] by indicating "Service Excellence & Improvement Team Specialist" in the subject line of the e-mail.