Service Quality Officer

Job Purpose

The Main Objective Of Service Quality Is To Enhance The Quality Of Customer Service Experience Through; Continuous Monitoring And Evaluation Of Services Provided Across Various Bank Service Outlets As Well As Sales Risk Assessment By

Ensuring that all front end staff are adhering to the conduct risk guiding principles. Enhancing the quality of customer service through continuous monitoring and evaluation of services provided across the various bank service channels. Examining if the compliance norms are adhered to by the bank staff to evaluate their services and understand the experience of the customer. Ensuring product awareness and consistency throughout bank’s front liners. Ensuring perfect service quality delivery at all times to all bank’s current and potential customers through suggesting improvements where necessary. Identifying training needs and development areas for all front ends. Ensuring positive customer relationships on the front end. To ensure that our processes are delivering the service experience promised to the customers. To acknowledge and award people for providing “the Standard of the Service Experience.

Main accountabilities and approximate time split

Main Accountabilities

Operational Activities

Time Split: `% To ensure there is good level of service is maintained, together with a good control over risk encountered.

Assess the strength of the current processes and the quality of service delivered to our customers by our sales force and all customer interacting staff (i.e. sales and service) Measure staff’s product knowledge, adherence to procedures and processes in addition to communication with customers. It will be an asset to achieve conduct risk principles Regularly conduct quality checks and generate recommendations to help steer customer strategy and process & service enhancement. Closely interact with customer-facing staff to guide and advise on performance, gather views and insights on service, and act as the main liaison between management and staff.

Main Accountabilities

Administrative Responsibilities

Time Split: 15%

Maintenance of records. Prepare Service Quality reports.

Main Accountabilities: Service Excellence – getting the basics right

Time Split: 15 % Previous service-orientated.

Customer service excellence and good track record in setting processes and action plans Understanding of banking processes and terminologies; should have handled systems and tools similar to those being used/planned in BBE.

Main Accountabilities

Governance and Risk Management

Time Split: 10% Ensure necessary regulatory requirements related to service are adhered

A broad knowledge of the bank’s policies, products and services. Understanding of the broader regulatory environment in which the bank operates, as well as an understanding of the relevant codes of practice and other statutory requirements with which the bank must comply.

Technical skills / Competencies

PC Skills-Good working knowledge of Customer System software. Understanding of banking processes and terminologies; should have handled systems and tools similar to those being used/planned in BBE. Good analytical skills to determine cause of complex issues Record in planning and organizational skills. Excellent communication and presentation skills- very strong ability to communicate verbally and in writing in a clear and effective manner. Customer oriented Strong people skills and ability to build instant trust with customers Phone Etiquette skills General Awareness of Process Management. Detailed working knowledge of all the bank’s products.

Knowledge, Expertise and Experience

Essential

Knowledge, Qualifications/ Experience:

Previous service-orientated, customer-facing role.Strong program development and facilitation skills.Wider understanding of world class service in other industries.Previous professional training experience preferably in a similar field.

Preferred

Wider understanding of service in other industries. A broad knowledge of the Group’s policies, products and services. Understanding of the broader regulatory environment in which the group operates, as well as an understanding of the relevant codes of practice and other statutory requirements with which the Group must comply. Customer focused Sound attention to details, and strive to maintain high level of accuracy Ability to analyse the root cause and come up with tangible recommendations Problem solving skills with the ability to develop imaginative solutions Strong communication skills, both verbal and written, in order to provide business commentaries. Influential and is a team player Good understanding of key drivers of customer satisfaction

Primary Location

EG-City Stars Building HQ, Al Qahirah , 1 Omar Ibn El Khat

Job Type

Permanent/Regular

Posting Range

15 Aug 2017