Accountabilities & Key Roles :
- Manage the department business plan execution and targets achievement.
- Set and monitor the service excellence unit budget.
- Develop SLA’s and monitor implementation.
- Preparation of the department schedules and monitoring of the department performance.
- Analyze generated reports to identify performance improvement opportunities.
- Mystery Shopping:
-Coordination of the Mystery shopping exercise in terms of scheduling, implementation, sharing of results and preparation of the remedial action plan.
-Review Service standards checklists for call center, direct sales, and branches staff.
- Complaints:
-Manage customers complaints from all sources.
-Monitor customers complaints reports and set action plans to resolve complaints root causes.
- Front lines Monitor:
-Conduct service quality evaluation for front lines employees according to a set of service standards.
- Training, Coaching, and Counseling :
-Develop new training ideas / materials to enhance the service knowledge and awareness of staff.
-Manage the training coaching and counseling sessions and ensure proper follow up is made post the training to measure improvement.
-Work with HR training department to set training agenda to meet CBG staff needs and work closely with HR to coordinate the execution of training program
- Branches Visits:
-Preparation and management of branches visits plan in coordination with Consumer Banking management team .
-Perform and branches visits and review results of the branch visits schedules to ensure high level of service is delivered and full adherence to our service standards.
- Initiatives: Plan, initiate and develop service excellence plans short and long term initiatives and projects.
Job Requirements:
Education :
- University degree in Business Administration or Industrial Engineering or related fields from a reputable university.
Experience :
- 7+ years of experience .
Competencies :
- Fluent in English and in Arabic.
- Six Sigma certificate is a plus.
- Banking knowledge.
- Excellent presentation skills.
- Excellent communications and interpersonal skills
- Proven leadership and team building skills.
- Analytical skills .
