Key responsibilities:

• Implement a smooth and consistent customer experience across all touchpoints.
• Develop, track and review customer journeys at all stages.
• Interaction with customers across channels, platforms and branches.
• Coordination with all stakeholders for sound customer journey during development of new products in the bank.
• Oversee the resolution of customer complaints and enquiries, and directly undertake resolution of escalations from the Service Excellence team.
• Oversee the activities relating to the Bank’s contact center, customer feedback channels, and general service standards across the Bank.
• Generating and sending accurate and timely management reports relating to the designated service excellence programmes and activities (complaints, feedback and root cause).
• Liaise with heads of other teams to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
• Overlook the identifying and training of Service Excellence champions at branch level and continuously engage them to actively champion the service excellence agenda of the bank.
• Overlook the development and updating of customer journey process flows and ensure seamless experiences.
• Plan and coordinate customer service events e.g. Customer Service Week, TBA events and round tables/seminars on customer service/experience.

Educational Qualifications and Experience:

• University Degree / Advanced Diploma in Business administration, Commerce, Banking and finance or related field of study.
• At least 5 years of work experience in related field preferably customer facing role in banking environment.
• A Professional qualification in Quality Management will constitute a definite advantage.
• Good knowledge and grasp of banking practices and regulations.
• Strong leadership, planning and communication skills.
• Structured Problem-Solving Techniques and competent in Statistical Analysis.
• Passionate and driven.