Service Quality Head (AVP)

A leading consumer bank is urgently recruiting for a Service Quality Head (AVP) role. In this job, you must have a strong background and knowledge in customer experience, customer relationship management and project management. Experience in banking is an advantage.

About the Service Quality Head (AVP) Role:
The Service Quality Head (AVP) 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 Service Quality Head (AVP) role, you must have a strong background and knowledge in customer experience, customer relationship management and project management. Experience in banking is an advantage.

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 Service Quality Head (AVP) 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.