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Job Title:
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Service Development Head (VP)
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Country:
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Malaysia
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Reference Code:
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LIFE/FIFA/AL
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Company:
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Our client is a top local bank group in Malaysia. |
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Posted On:
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02-Jul-2010
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Expiring On:
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01-Aug-2010
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Job Description:
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Provide direction and guidance to improve the Group’s overall customer experience.
- Designing service delivery processes and procedures including redesigning those processes to enable the improvement of service quality to delight the customer.
- Designing training and people development initiatives required for the employees (technical training which related with service).
- Designing service programmes and communications across the banks.
- Implement service strategy across the organisation.
- Improve service quality in branches
- Plan and drive initiatives to increase Customer Satisfaction and Engagement.
- Work with Sector Heads, business units and branches by being their think tank on how to deliver service that delights the customers and impact the bottom line.
- Ensure that the service strategy is understood by all employees and implemented in their working units.
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Requirement:
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- Innovative and creative, go getter.
- Dynamic and confident as well as passionate about positive change.
- Excellent relationship building skills. Matured articular and can interact with Sr Management teams and Business Owners.
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Experience:
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- Involvement in the jobs of others to define the people problems related with service and implementation of improvement initiatives for development.
- To obtain buy in for the people development initiatives to develop the service culture, eg; Consequence Management, Reward & Recognition.
- To obtain buy in for service training plan for employees as everybody is busy with their daily jobs.
- Conducting service training for senior employees who think that they already understand what service excellence is.
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Qualification:
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- Proven track record in managing quality assurance across a diverse range of portfolios.
- Understand the Group’s strategic objectives, its business model and industry landscape.
- Strong industry experience and familiar with emerging industry trend and best practices.
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Function:
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Operations
Process
Project Management
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Skillset:
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Retail Operation Management
Process
QA/QC
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Industry:
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Banking
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Sector:
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Banking
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