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Key Responsibilities:

1. 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.

2. 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.

3. 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.

4. 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.

5. Customer Feedback & Voice-of-Customer (VoC) Integration

• 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.

6. 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.

7. 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.

8. 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.

9. 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.