Head, Service Excellence

Closed for applications

Location

Contract Type

Qualifications

Education and experience

Bachelor's degree in a business-related field.
A master’s degree is an added advantage.
Minimum of 12 years’ experience in Banking/financial institution or relevant sector, with a minimum of 5+ years in management capacity.
A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Service Excellence.
Experience of leading and delivering change and business improvement initiatives, including people and cultural change.
A strong understanding of service excellence principles.
Knowledgeable about service monitoring & process improvement, service quality assurance, use of data analytics for decision making, knowledge management & training.
Demonstrated ability to ensure regulatory compliance as well as policies, procedures, risk parameters and guidelines of the organization are met.

Knowledge & Skills

Service Quality Assurance & Compliance

Lead the development and implementation of service quality frameworks to ensure adherence to internal standards, regulatory requirements, and customer expectations.
Establish and monitor quality assurance programs to drive consistency and compliance across all channels.

Experience Monitoring & CX Performance Management

Oversee service monitoring initiatives, ensuring CX performance is measured and tracked using clearly defined KPIs.
Utilize data analytics and VOC insights to identify trends, uncover pain points, and drive decisions that improve customer experience and operational efficiency.

Process Optimization & Innovation

Identify service delivery gaps and inefficiencies, and implement process improvement initiatives that streamline operations, reduce turnaround times, and enhance customer satisfaction.
Champion a culture of innovation and continuous improvement within the Service Excellence team.

Knowledge Management & Capacity Building

Develop and maintain a centralized knowledge management system to support frontline teams with up-to-date product and service information.
Oversee the design of training programs to enhance service competencies, product knowledge, and communication effectiveness.

Customer Escalations & Issue Resolution

Provide senior oversight for high-impact or complex customer escalations.
Collaborate with internal stakeholders to ensure timely, effective, and customer-focused resolutions while safeguarding the bank’s reputation.

Stakeholder Engagement & Cross-Functional Collaboration

Act as a service excellence ambassador across the organization by building strong cross-functional relationships.
Collaborate with the CX business partnering team to embed customer insights into strategic decisions and support service-related change and transformation initiatives.

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