Process Improvement Head (Top Universal Bank)

Make the move and be a part of an exciting career in a top universal bank in a Process Improvement Head job under the customer experience department. The role requires you must have an extensive background in cross-functional process improvements in a retail bank.

About the Process Improvement Head (Top Universal Bank) Role:
The Process Improvement Head is responsible for implementing the bank’s directive of establishing an up to date and effective customer service framework that will propagate a customer-centric mindset and culture across the organisation.

Key Responsibilities:

• Manage a team that drives the creation and continuous improvement of the bank-wide service standards and service level agreements (SLA). Adherence to these is eventually monitored and continuously improved
• Drive the creation and continuous improvement of service standards including service level agreements (SLAs)
• Take a critical responsibility in providing objective and unbiased recommendations that will ultimately lead to improvement in current process and customer experience
• Report to the CEO, President and members of the Senior Manco, the bank’s adherence to the service standards and SLAs, to ensure that they have oversight on the service quality and customer service initiatives for the bank

To succeed in this Process Improvement Head (Top Universal Bank) role, you must have an extensive background in cross-functional process improvements in a retail bank.

Key Requirements:

• Strong knowledge and background in customer experience and customer service
• Embody and model the basic customer service standards
• Positively influence peers and fellow colleagues in the bank to adhere to the standards set by the bank
• Experience in high-level stakeholder management
• Successfully completed projects and implemented process improvement

This leading consumer bank does not need an introduction.

If you have the drive and determination to contribute your expertise in a fast-paced highly competitive environment, this Process Improvement Head (Top Universal Bank) role is for you.

Apply now or contact me to learn more.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.