1. Head- Service Quality 2. Head - Retail Business Operations
Date Posted: 08/02/2010 12:14:04 PM
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A dynamic and aggressively expanding bank in the Middle East is looking for an experienced professional to head its Service and Business operations for its Consumer and Retail Bank. An excellent opportunity to use your expertise and set-up and manage processes as well.
In-depth experience in Retail Banking Operations and Service Quality in Asia is a MUST for both the roles. Experience outside of the Middle East and India is a pre-requisite.
Key requirements for the roles are:
1. Head - Service Quality
• Service Quality Standard Measurement
o Monitor key performance indicators
o Develop a dashboard
o Benchmark with competition.
o Define, develop and drive indicators
• Complaint Management
o Complaint capture & documentation.
o Complaint process & resolution
o Ensure customer satisfaction.
o Feedback tracking.
• Service Culture Development
o Reward schemes & training program.
o Drive service culture across the organization
2. Head - Retail Business Operations
• Process Development
o Develop and implement SLA’s for Central Units & Branches.
o Develop Operating models & implement them.
o Develop process designs.
o Produce automated reports & statistics.
• Service Improvement Projects
o Fix complaints at the process , systems and design level.
