Job Details
JOB RESPONSIBILITIES
- Carry out periodic customer satisfaction and service quality index surveys (for both internal and external customers) and recommend appropriate trainings and development programs based on identified gaps.
- Engage stakeholders on identified service challenges (i.e., feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across Branches and SBUs.
- Carry out research assessment and implementation of industry best practices and initiatives to drive continuous service improvement.
- Obtain and analyze data from all service measurement tools (Check Market, Microsoft Forms, Customer Feedback and Service Level Agreements etc.
- Create curriculum and training slides for service excellence training bank wide for frontline staff (operators and marketers).
- Facilitate customer experience training for new intakes – Branch Service Associate (BSA).
- Conduct periodic service audit (Spot Check) across the Bank’s physical touchpoint (Branch).
- Review Mystery Shopping Grid and videos sent by external vendors to capture findings, justifications for ratings, underlined gaps and recommendations.
- Conception, initiation, and execution of customer experience initiatives.
- Ensure timely delivery of review and report of Spot Check and Branch Visitation exercises.
- Liaise with Business Process Re-engineering team to ensure all service improvement processes are reviewed and documented.
- Engage relevant stakeholders on all service gaps/infractions recommendation/implementation of improvements initiatives /sanctions/rewards as required.
- https://wemabank.seamlesshiring.com/h/advanced#/jobs/view/187
