Skill Inventory Matrix
Enabler for Internal Mobility Program
Records
| ID | Sector | Division | Department | Unit | Technical Skills |
|---|---|---|---|---|---|
| 5093 | Customer Care | Knowledge of designing and managing strategic complaint resolution, quality assurance programs, and financial awareness initiatives. | |||
| 5094 | Customer Care | Knowledge of regulatory compliance requirements, including SAMA Consumer Protection regulations and service quality mandates. | |||
| 5095 | Customer Care | Ability to establish and monitor service level agreements (SLAs), performance metrics, and stakeholder reporting mechanisms. | |||
| 5096 | Customer Care | Ability to develop and execute customer satisfaction strategies, conduct root cause analysis, and implement continuous service improvement initiatives. | |||
| 5097 | Customer Care | Ability to utilize MS Excel for preparing executive-level reports and SLA performance dashboards. | |||
| 5098 | Customer Care | Complaints Management | Knowledge of customer complaint resolution processes and service quality standards. | ||
| 5099 | Customer Care | Complaints Management | Knowledge of escalation management frameworks and SLA monitoring practices. | ||
| 5100 | Customer Care | Complaints Management | Knowledge of Customer Complaint Management Systems such as CRM 360 and the SAMA Care Portal. | ||
| 5101 | Customer Care | Complaints Management | Knowledge of regulatory requirements, including SAMA Consumer Protection standards and escalation protocols. | ||
| 5102 | Customer Care | Complaints Management | Knowledge of automated ticketing systems and escalation workflows. | ||
| 5103 | Customer Care | Complaints Management | Knowledge of Root Cause Analysis (RCA) & Corrective Action Planning, Complaint Resolution Quality & Customer Satisfaction Analytics. | ||
| 5104 | Customer Care | Quality and Performance Analysis | Knowledge of Service Quality & Compliance Tools (ISO 10002 & 10004 Standards, Customer Satisfaction Monitoring) | ||
| 5105 | Customer Care | Quality and Performance Analysis | Knowledge of Process Automation & Workflow Optimization Platforms (Complaint Handling & SLA Management) | ||
| 5106 | Customer Care | Quality and Performance Analysis | Knowledge of quality assurance frameworks and methodologies (e.g., Six Sigma, Total Quality Management, ISO standards). | ||
| 5107 | Customer Care | Quality and Performance Analysis | Knowledge of regulations governing quality and performance in relevant sectors. | ||
| 5108 | Customer Care | Quality and Performance Analysis | Ability to perform process mapping, Lean principles, and root cause analysis to enhance operational processes. | ||
| 5109 | Customer Care | Quality and Performance Analysis | Ability to execute Service Level Agreement (SLA) Monitoring & Performance Benchmarking | ||
| 5110 | Customer Care | Quality and Performance Analysis | Ability to perform data analysis software (e.g., Excel, SQL, Power BI, Python) for extracting and interpreting data. | ||
| 5111 | Customer Care | Financial Awareness | Knowledge of financial literacy program design to educate customers on banking products, services, and responsible financial behavior. | ||
| 5112 | Customer Care | Financial Awareness | Knowledge of CRM systems for tracking customer interactions, managing feedback, and improving service delivery. | ||
| 5113 | Customer Care | Financial Awareness | Knowledge of customer engagement and communication strategies to enhance customer experience and satisfaction. | ||
| 5114 | Customer Care | Financial Awareness | Ability to support complaint resolution processes and address customer inquiries effectively within SLA timelines. | ||
| 5115 | Customer Care | Financial Awareness | Ability to develop and execute customer awareness campaigns aligned with regulatory and business objectives. | ||
| 5116 | Customer Care | Financial Awareness | Ability to use MS Excel for tracking customer engagement metrics, analyzing feedback trends, and preparing reports. |