CE Support Officer / Asst. Mgr Service Quality, Br. Distribution, Isla
JOB PURPOSE
To cro-branches be the key driver in initiating customer centric changes at branches for the Retail and Business Banking segment so as to effectively create a better customer experience
PRINCIPAL ACCOUNTABILITIES
Work Management
• Work with Branch Managers, District Managers and branch teams to help ensure that the laid down service quality standards are maintained at all times
• Provide education and training to branch staff to migrate customers to other service delivery channels and ensure that migration numbers are shared back with branches
• Create an engaging environment through collaboration with the units supporting businesses for high levels of service delivery and customer satisfaction levels
• Maintain the spirit of “Always Beyond the Call of Duty” (ABCD), by supporting Businesses as and when required.
• Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.
Service and Quality
• Devise service quality checklists and report branch performance on a monthly basis
• Collect data for QIMS where there is manual retrieving on information and also revert on bottlenecks marring branch performance
• Liaise and arrange for “ customer days” in branches
• Drive “Spot Awards” and team work within the branch teams and support units.
• Ensure roadshows and communication forums are in place to drive customer feedback back to branches
• Ensure implementation of Service Quality forums at every branch with issues up streamed to the Front Office Back Office forum in Head Office
• Coordinate necessary trainings for front-end staff to keep them abreast of both product and process changes
• Identify ways to reduce customer wait-time in branches and work with branches for solutions
• Perform competitor analysis to ensure that bank’s standards are at least at par or better than the market
• Conduct call audits for branches and report results
Self-Development:
• Identify the areas of self development in line with the Bank’s competency guidelines and prepare and execute the action plan in agreement with the supervisor.
• Moreover, participate in learning and development initiatives as required by the supervisor as well as HR.
KEY PERFORMANCE INDICATORS
Work Management :
• Feedback from VOC/ Key TAT metrics/ Branch & District Managers
Service and Quality
• Customer Feedback
• Spot Award MIS
• Transactional Surveys
• Call Audits
• Branch FOBOs
Desired Candidate Profile:
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To cro-branches be the key driver in initiating customer centric changes at branches for the Retail and Business Banking segment so as to effectively create a better customer experience
PRINCIPAL ACCOUNTABILITIES
Work Management
• Work with Branch Managers, District Managers and branch teams to help ensure that the laid down service quality standards are maintained at all times
• Provide education and training to branch staff to migrate customers to other service delivery channels and ensure that migration numbers are shared back with branches
• Create an engaging environment through collaboration with the units supporting businesses for high levels of service delivery and customer satisfaction levels
• Maintain the spirit of “Always Beyond the Call of Duty” (ABCD), by supporting Businesses as and when required.
• Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.
Service and Quality
• Devise service quality checklists and report branch performance on a monthly basis
• Collect data for QIMS where there is manual retrieving on information and also revert on bottlenecks marring branch performance
• Liaise and arrange for “ customer days” in branches
• Drive “Spot Awards” and team work within the branch teams and support units.
• Ensure roadshows and communication forums are in place to drive customer feedback back to branches
• Ensure implementation of Service Quality forums at every branch with issues up streamed to the Front Office Back Office forum in Head Office
• Coordinate necessary trainings for front-end staff to keep them abreast of both product and process changes
• Identify ways to reduce customer wait-time in branches and work with branches for solutions
• Perform competitor analysis to ensure that bank’s standards are at least at par or better than the market
• Conduct call audits for branches and report results
Self-Development:
• Identify the areas of self development in line with the Bank’s competency guidelines and prepare and execute the action plan in agreement with the supervisor.
• Moreover, participate in learning and development initiatives as required by the supervisor as well as HR.
KEY PERFORMANCE INDICATORS
Work Management :
• Feedback from VOC/ Key TAT metrics/ Branch & District Managers
Service and Quality
• Customer Feedback
• Spot Award MIS
• Transactional Surveys
• Call Audits
• Branch FOBOs
Desired Candidate Profile:
QUALIFICATIONS
• Graduate or Post-Graduate, preferably with prior banking / service industry background
• Knowledge of AML and other risk / regulatory policies
EXPERIENCE
• At least 5-6 years of overall Banking experience with hands on experience in Branch Banking , Customer Service, Training and Operations
SKILLS
• Good verbal and written command of English
• Planning and Organizing skills
• Collaboration & Negotiating skills
COMPETENCIES
• Customer Focus
• Process Excellence
• Execution and Implementation of new initiatives
• Relationship Building
DIMENSIONS OF THE JOB
• The job will involve people management with 3 staff initially reporting into the role.
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