POSITION DESCRIPTION
The Manager, Service Quality Assurance is responsible for leading and improving customer service quality across all branch networks to ensure excellent customer experiences and consistent service standards. This role works closely with Branch Managers and related departments to monitor service performance, reduce customer waiting times, handle customer complaints, improve service processes, implement customer experience standards and training programs, coach branches, strengthen customer service culture, promote best practices, and ensure all branches deliver professional, courteous, and customer-focused services aligned with the Bank's objectives
DUTY & RESPONSIBILITY
- Work closely with branch managers and concerning departments to achieve service quality objectives by contributing customer experience information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality, and customer experience standards, resolving problems, identifying customer experience trends, determining products, services, and system improvements, and implementing changes.
- Ensure all branches manage and reduce waiting and servicing times for customers effectively.
- Ensure all branch networks communicate courteously with customers by telephone, email, business letter, face-to-face, and other communication methods.
- Develop up-to-date customer experience procedures, policies, and standards.
- Determine customer experience requirements by maintaining contact with customers, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices, analyzing information and applications, and reporting to DBMD, Head of Branch Development, and Regional Head, Province West Region.
- Improve service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
- Achieve referral targets by proactively probing for customer needs and actively referring sales opportunities to the branches.
- Set challenging referral targets for branches with the superior and come up with strategies to achieve these targets.
- Keep oneself and branches up-to-date with banks' product ranges to maintain superior product knowledge.
- Ensure all branches provide superior customer experiences to our valuable customers.
- Ensure all branches provide outstanding and consistent advice and service that will make our customers come back by using the recommended five service manners at all times.
- Proactively work closely with branch networks and concerning departments to identify and address areas of customer dissatisfaction, following up and resolving any customer complaints within discretion or referring appropriately. Accept customer complaints as an opportunity to learn, and take responsibility for their resolution.
- Build and lead all branches in which every member is proud to be part of the bank, passionate about customers, and eager to make the bank succeed.
- Provide leadership and direction to the branches and empower them to achieve their best capability by developing and maintaining an open, honest, and satisfying team environment.
- Take time to coach identified poor-performing branches of customer experiences. Give honest and direct feedback on what is going well and where improvement is possible. Schedule and implement development and training plans for identified branches.
- Build a strong relationship with all branch managers and heads of departments in the head office.
- Ensure sharing of "best practices" ideas and share with the branches what works best in meeting our customers' needs and exceeding their expectations.
- Provide regular refresher training courses on customer service excellence.
- May perform tasks as assigned.
QUALIFICATION
- Bachelor's Degree in Banking and Finance, Marketing, or relevant fields.
- Minimum 5 years of proven experience with customer experiences.
- Be able to work independently, i.e., take a lead on any initiative or innovative ideas for implementation.
- Good in organizational, leadership, and time management skills.
- Honesty, high commitment, good teamwork.
- Good speaking and writing in English.
- Good knowledge in Microsoft Office Word, Excel, and PowerPoint.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
