Head, Customer Experience

Specific Duties & Responsibilities:

• Manage day-to-day operational definitions/parameters for excellent customer service programs and a high performing Service Quality Department.
• Responsible for achieving a balanced scorecard or attaining all established performance metrics for Service Quality Department and Complaints Management for the Consumer Business Sector.
• Identify service excellence focus of the Sector to be able to provide customers with differentiated level of service vs. competitors.
• Coordinate with different Consumer Business Sector business units on optimizing Service Level Agreements
• Prepares relevant reports on Customer Experience Management including regulatory reports required for Management and regulatory bodies.
• Work with direct reports and key officers from other divisions to conduct regular operations reviews of different products and programs to ensure adherence to processes designed to optimize effectiveness.
• Manage and oversee the customer feedback system that would allow for a more efficient data collection system, in-depth analysis of operations and effective action planning.
• Review customer journeys, terms and conditions, promotion mechanics, concept papers, customer touch points to ensure that customer pain points are mitigated.
• Utilize complaints management reports and other Voice of the Customer Data to formulate strategies that and action plans to support the business outcome of the Consumer Business Sector.
• Proactively contribute to bank’s strategic goals;
• Work closely with different business units and resources across the bank network to ensure proper execution of client management, complaints management and customer feedback management.

• As a Unit Head :

• Develop policies that will support optimal customer experience and standards of the bank.
• Direct the team across all areas that will help attain the goals and objectives
• KRA formulation and monitoring;
• Attendance monitoring and approval (VL, SL, others);
• Ensuring all approved plantilla positions are filled-up;
• Proper distributions of work load across all officers and staffs to ensure that all team members are working within optimum level;
• Supervise annual preparation of OPEX and CAPEX budget and expense management requirements;
• Prepares Management Reports
• Address all audit and other risk related issues;
• Optimize bank’s product capabilities by increasing straight through processing and improve the efficiency in order to maximize the shareholder benefits, increase revenues and control risks.
• Complete understanding of the project management process by achieving all of the project goals and objectives while honoring the preconceived constraint which includes scope, time, quality, and budget and optimize the allocation of necessary inputs and integrate them to meet pre-defined objectives.
• Management Engagement Activities and Risk Management Activities of the Department.
• Performs other related functions that may be assigned from time to time

TECHNICAL AND PROFESSIONAL

• Bachelor’s degree holder. Some units in MBA or a masteral degree program is preferred.
• At least 6 years related experience in customer service, as an officer/manager in a credit card or banking environment. With focus on the following areas:
• Modifying and refining service plans and operational practices to meet changing customer requirements
• Driving and managing process improvement initiatives.
• Complaints and Case management
• Relationship Management
• At least 4 years people management experience
• Strong knowledge of call center metrics and financial drivers. Skilled in defining service requirements and translating into specific service plans.
• Strong knowledge of banking operations
• Strong background on Digital Channels Customer Experience management
• Strong background on Home, Car and Personal Loans
• With experience on financial analysis and budgetary processes.
• Agile approach in implementing projects

Other details:

Location: Ayala, Makati

Rank / Level: Senior Officer