Your Role
The Service Quality Officer should be able to be part of the compliance of BSP regulations on Consumer Protection and collaboration of the various business of units of the bank to decrease complaints and improve customer experience.
Your Impact
- Prepares clear and accurate customer complaints reports for the fulfilment units reference
- Provides guidance to fulfilment units on complaint resolution that will benefit both the customer the business
- Drive key Group initiatives to increase the productivity, cost efficiency and improve Customer Satisfaction/Customer Engagement Indices.
- Follow thru improvement projects that have clear, positive and direct impact on the overall organization performance to ensure timely and efficient execution.
- Develop trusted relationships with key stakeholders across the organization's business sectors to drive and implement Service Quality improvements.
- Provide regular updates to fulfilment units on complaints received and record actions taken to prevent reoccurrence
- Drive MPI customer experience related initiatives, program of continuous improvement and the enhancement of Customer Experience deliverable to deliver high level value and meaningful feedback based on the organization's Group Customer Experience Strategy.
Your Profile
- Graduate of any Bachelor's Degree
- Minimum 3 years banking experience of significant work experience, related to Customer Service, or equivalent
- Strong analytical skills, plus structured problem solving ability
- Excellent skills in MS Office applications
