The Service Quality Officer is primarily responsible for assisting the Service Quality Head in managing and facilitating Workstream Improvement Project teams to address top client pain points. Helps in designing and implementing an enterprise-wide rewards and recognition. Also aids in defining, monitoring, analyzing and reporting service performance levels across key front and back-end units that align with client expectation and business priorities.
Responsibilities
- Works closely with various businesses, operations and frontline units in addressing top client concerns coming from various key touch points and client research studies.
- Facilitates functional and cross functional Workstream Improvement Project Teams (WIPT) and Quality Teams.
- Monitors progress of Service Quality projects.
- Aids in defining key client experience metrics or internal service indicators and SLAs amongst key touch points of the bank, operations and business units.
- Manages budget and resources effectively. Perform other pertinent tasks assigned to support the division.
Qualificat Ions
- Bachelor's degree in any business course
- Minimum 3 years experience p referably in the areas of Customer Service and Quality Management, & Project Management
- Strong knowledge on bank products and services an advantage
- Comfortable facilitating teams, trained in Quality tools and improvement framework.
- Familiarity with Bank/Financial Institution Products and Services
- Basic Understanding of any of the following: Project Management, Agile Methodology, Design Thinking
- Strong interpersonal and collaboration skills to work cross-functionally
- Excellent verbal and written communication skills
- Innovative mindset with the ability to think creatively and problem-solve
