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Key Responsibilities
Team Management
Lead, motivate, and guide the Service Quality team to achieve unit's KPIs and uphold high-quality standards.
Conduct regular team meetings to discuss performance results, areas of improvement, and key initiatives.
Foster a culture of collaboration, accountability, and continuous learning within the team.
Customer Experience Alignment
Ensure service delivery aligns with the Bank's Customer Experience (CX) vision and strategic goals.
Champion the C.A.R.E.S. values in all customer interactions and service protocols.
Service Quality Monitoring & Assessment
Conduct branch visits, oversee periodic audits and mystery shopping activities to monitor service delivery and evaluate service standards across branches, contact centres, and digital touchpoints.
Ensure objective, consistent scoring of frontliner interactions and timely communication of findings.
Identify performance trends and systemic gaps impacting customer experience.
Coaching & Development
Provide constructive feedback and one-on-one coaching to frontliners based on quality evaluation outcomes.
Partner with Learning & Development to design and deliver training sessions focusing on service excellence, communication, and complaint handling.
Drive a structured Service Coaching Program to embed consistent service behaviour across all channels.
Cross-collaboration with internal teams to analyse feedback from various channels (surveys, complaints, social media, etc.) to identify service pain points.
Translate customer insights into actionable improvement initiatives and recommend service recovery plans.
Track and monitor post-implementation impact on customer satisfaction metrics.
Recognition & Engagement
Design and manage rewards and recognition programs to celebrate outstanding service performance.
Promote internal storytelling and best practice sharing to strengthen the bank-wide culture of customer centricity.
Reporting & Analytics
Prepare periodic reports on service quality performance, customer satisfaction, and compliance with C.A.R.E.S. standards.
Present insights and recommendations to senior management to support decision-making and resource prioritisation.
Continuous Improvement
Champion service innovation projects aimed at enhancing customer journeys across channels.
Partner with process owners to streamline branch operations, reduce service friction, and promote digital adoption.
Change Management & Readiness
Promote change management across channels to introduce new ways of working.
Support internal readiness to ensure teams are equipped to meet evolving customer needs.
