To review validated reports on Customer Service levels, identify gaps and prepare action plan based on standard processes and approved service benchmarks (external & internal) for a proactive coaching project targeting to improve and delivery of high quality customer service.
Education / Qualifications: Bachelor’s Degree in Banking / Management / Finance
Knowledge: Excellent knowledge of customer service and customer psychology; ability to identify gaps in a process as well as in sales staff for a competency based analysis
Experience: Min 8 years of which at least 4 years in customer service/ service excellence
Accountabilities:
Receive reports generated by the Mystery Shoppers to measure Service Quality of the channel front line staff (Branches, etc).
Conduct the one-to-one couching sessions with staff to discuss the improvement needs as per the findings and analysis of service quality reports.
Conduct the Shadowing process with staff to ensure that SQM standards and Management vision are implemented.
Carryout group coaching in case of common issues conducted at the same Branch.
Conduct the Play Role process when needed to ensure that Branch staff are fully aware of SQM protocols and standards.
Escalate to Manager the proposals for enhancing workflow/process/system after understanding the existing workflow/processes/System scopes.
Communicate SQM objectives to Branches staff to ensure all benchmarking measures are clearly defined.
Conduct the Induction session related to SQM to the new staff as per HR schedule.
Prepare comprehensive sheet/list with the captured incidents and repeated issues and discuss progress with Manager on a regular basis.
Performs other duties in line with scope of work and as instructed by the direct manager.
Apply Online
Education / Qualifications: Bachelor’s Degree in Banking / Management / Finance
Knowledge: Excellent knowledge of customer service and customer psychology; ability to identify gaps in a process as well as in sales staff for a competency based analysis
Experience: Min 8 years of which at least 4 years in customer service/ service excellence
Accountabilities:
Receive reports generated by the Mystery Shoppers to measure Service Quality of the channel front line staff (Branches, etc).
Conduct the one-to-one couching sessions with staff to discuss the improvement needs as per the findings and analysis of service quality reports.
Conduct the Shadowing process with staff to ensure that SQM standards and Management vision are implemented.
Carryout group coaching in case of common issues conducted at the same Branch.
Conduct the Play Role process when needed to ensure that Branch staff are fully aware of SQM protocols and standards.
Escalate to Manager the proposals for enhancing workflow/process/system after understanding the existing workflow/processes/System scopes.
Communicate SQM objectives to Branches staff to ensure all benchmarking measures are clearly defined.
Conduct the Induction session related to SQM to the new staff as per HR schedule.
Prepare comprehensive sheet/list with the captured incidents and repeated issues and discuss progress with Manager on a regular basis.
Performs other duties in line with scope of work and as instructed by the direct manager.
Apply Online
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