Key Roles:
- Ensure that the department business plan is executed and all targets are achieved.
- Ensure that the department budget is being abided by.
- Supervise the overall performance of service excellence officers.
- Ensure and monitor proper and accurate reporting by officers.
- Carry out service excellence activities according to the country business plan
- Analyze Mystery Shopping results for contact center and branches, and recommend corrective actions.
- Manage customer complaints from all sources.
- Analyze customers complaints trends, and highlight service gaps or deficiencies, recommend remedial
- Conduct service quality evaluation for front lines employees according to a set of service standards.
- Develop training materials and delivered training course to increase the service knowledge and awareness for Consumer Banking staff.
- Acquire Mystery Shopping results, and set schedules for training, coaching, and counseling and document the results.
- Regular visits according to country business plan to implement service excellence initiatives ensure adherence to service standards, related to people, processes, and premises.
- Participate in service excellence short and long term initiatives and projects.
- Timely implementation of service excellence initiatives progress and report results.
Job Requirements:
Education: University degree in Business Administration or related fields from a reputable
university.
Experience: 4 : 6 years of experience.
Competencies:
- Fluent in English
- Six Sigma certificate is a plus.
- Excellent presentation skills.
- Excellent communications and interpersonal skills
- Team work and positive attitude .
- Analytical skills .
