Unit Head, Service Quality

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Key Responsibilities:

Team Management

• Lead, motivate, and guide the Service Quality team to achieve unit's KPIs and uphold high-quality standards.
• Conduct regular team meetings to discuss performance results, areas of improvement, and key initiatives.
• Foster a culture of collaboration, accountability, and continuous learning within the team.

Customer Experience Alignment

• Ensure service delivery aligns with the Bank's Customer Experience (CX) vision and strategic goals.
• Champion the C.A.R.E.S. values in all customer interactions and service protocols.

Service Quality Monitoring & Assessment

• Conduct branch visits, oversee periodic audits and mystery shopping activities to monitor service delivery and evaluate service standards across branches, contact centres, and digital touchpoints.
• Ensure objective, consistent scoring of frontliner interactions and timely communication of findings.
• Identify performance trends and systemic gaps impacting customer experience.

Coaching & Development

• Provide constructive feedback and one-on-one coaching to frontliners based on quality evaluation outcomes.
• Partner with Learning & Development to design and deliver training sessions focusing on service excellence, communication, and complaint handling.
• Drive a structured Service Coaching Program to embed consistent service behaviour across all channels.

Customer Feedback & Voice-of-Customer (VoC) Integration

• Cross-collaboration with internal teams to analyse feedback from various channels (surveys, complaints, social media, etc.) to identify service pain points.
• Translate customer insights into actionable improvement initiatives and recommend service recovery plans.
• Track and monitor post-implementation impact on customer satisfaction metrics.

Recognition & Engagement

• Design and manage rewards and recognition programs to celebrate outstanding service performance.
• Promote internal storytelling and best practice sharing to strengthen the bank-wide culture of customer centricity.

Reporting & Analytics

• Prepare periodic reports on service quality performance, customer satisfaction, and compliance with C.A.R.E.S. standards.
• Present insights and recommendations to senior management to support decision-making and resource prioritisation.

Continuous Improvement

• Champion service innovation projects aimed at enhancing customer journeys across channels.
• Partner with process owners to streamline branch operations, reduce service friction, and promote digital adoption.

Change Management & Readiness

• Promote change management across channels to introduce new ways of working.
• Support internal readiness to ensure teams are equipped to meet evolving customer needs.