Posted on :
19 Nov, 2018
19 Nov, 2018
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It’s about showing how you embody our valued behaviours – do the right thing, better together and never settle – as well as our brand promise, Here for good.
We’re committed to promoting equality in the workplace and creating an inclusive and flexible culture – one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
Job Title: Head, Client Experience
The Role Responsibilities
Drive a strong service culture across the country RC business by defining a clear strategic direction on Client Experience, Complaints Management and Treating Clients Fairly (TCF).
To drive a culture of total commitment to Client’s delight throughout Retail Banking for external and internal clients, and thereby provide effective support to all Segment and Product Teams
To increase client satisfaction and market share by improving the total service delivery system and embedding the client experience culture in Retail Banking
To be responsible for planning and overall management of service and process quality for Retail Banking.
To implement process improvement initiatives that improve efficiency and increase client satisfaction
To build a culture of continuous improvement across Retail Banking and support functions
Champion on-ground delivery of the CE cultural transformation agenda and change initiatives rolled out by Group.
Build active engagement with key stakeholders in Product, Distribution, Segment and GTO to support the Country CE agenda.
Design and deliver a robust control environment for Complaints Management & TCF ensuring compliance to the applicable policies and procedures.
Maintain a pulse of the top issues impacting clients and frontline and ensure a continuous feedback and improvement process (via RCA) is in place within country. Where necessary, participate in the global feedback process with Group CE to ensure a comprehensive view of client and frontline pain points.
Conduct regular Country CEM discussions, as per the governance framework agreed with the RCMT, ensuring timely actions are taken on agreed initiatives.
Pursue achievement of CE & Complaint targets in line with the established goals whilst maintaining the highest quality standards on data reporting.
Work closely with the Product, Distribution and Segment counterparts in country to ensure the new account opening process is smooth and seamless for clients and country TAT targets are achieved. Highlight process improvements required via the country CEM for action via the relevant stakeholders.
Coordinate a comprehensive response to mass incidents or errors that impact client experience via active engagement of the relevant process owners (e.g. Product, Credit, Channels, etc)
Enhance skills and capabilities (on-the-job training, external enrichment programs) of the overall CE function to build a strong team, geared to deliver the CE vision.
Undertake service reviews and capacity planning across the Complaints/CE function
Enhance Service Quality
Provide overall direction on service delivery for Retail Banking. Improve service standards, culture and performance across Retail banking. Ensure metrics are in place to track service performance across all client touch-points. Establish a comprehensive quality assurance and use appropriate measurement tools to maintain high service levels and ensure client feedback is channelled to the business and acted upon.
Benchmark against industry and “best in class” standards. This will include design and implementation of external client surveys.
Regularly interact with the Business Heads and Support Units to ensure commitment to service excellence across all levels of the organisation as well as create a quality culture in all facets of the bank’s operations. Review service standards and ensure consistent adherence.
Get employee buy-in to the Quality journey, drive the service quality process, spread the word and create enthusiasm and regularly monitor standards and delivery in Retail Banking
Build a Service Culture
Assess status of service delivery, plan and coordinate for service delivery improvement, implement and validate implementation results. Effective use of relevant MIS and development of measuring and tracking mechanisms.
Work with the Learning & RBMT to develop, design and deliver client experience training/development programs in the Bank
Organise programmes that will involve quality skills learning workshops and work place meetings. The results will be reflected in high staff involvement and a culture which is centred on “doing things right the first time”.
Design, implement and monitor recognition/reward programmes to incentivise and motivate staff to exhibit service behaviours and deliver quality service.
TCF & Conduct
Build a culture of treating clients fairly and conducting sustainable business practices within the country RC business by defining and implementing a roadmap of initiatives aligned with centrally agreed directives on Conduct and TCF.
Ensure continuous engagement with the Product, Distribution and Compliance teams on TCF performance and implementation of conduct related initiatives.
Lead and represent country along with Head, CE in TCF review sessions (as relevant)
Review and manage performance of TCF results and follow through on actions with the relevant stakeholders.
Continuous Improvement & Change Initiatives
Work closely with the Group CE team in implementing global CE initiatives in country, including:
Work closely with the Country Head, CE and Manager, CE insights to funnel feedback from frontline and clients to the Group CE team on the major pain points and contribute in developing ideas and improvement initiatives.
Facilitate discussions with a wide variety of stakeholders across functions to socialise the initiatives, agree roles & responsibilities and coordinate implementation plans.
Engage and discuss key issues/challenges with senior management at Group and country level.
Examples of CE enhancement initiatives include – Testing/launch of the branch de-cluttering project, operationalizing an enhanced operating rhythm and engagement with country stakeholders on client communication, coordinating and delivering WeServe huddles with frontline team leaders, participation in
Conduct VOC research using appropriate tools and techniques to measure and analyse Client satisfaction levels. Follow through on actions to increase Client satisfaction and loyalty levels.
Management of Client complaint resolution and determination of solutions to root causes. Drive reduction in Client complaint incidence for Retail Banking.
Ensure there is a robust process for complaint resolution and implement/review service benchmarks which are relevant. Streamline procedures to further the above.
Our Ideal Candidate
Post-graduate qualification in Business/Marketing desirable.
Proven track record experience in Retail Banking business (7-9 years).
Good knowledge of frontline work scope & demands, products, sales, services, delivery channels and Client segments.
Credibility based on technical knowledge and previous experience (not necessarily banking).
Strong leadership qualities, excellent interpersonal skills, influencing skills and a pleasant personality.
Fair analytical skills and ability to drive change.
Ability to identify need for change, adaptable and flexible in anticipating and realising market opportunities.
Conceptional understanding of quality and can work well with internal and external agencies.
Good understanding of financial services industry and the developments made in recent times in relation to Client changing demands, Client service, sales and marketing, branch operations and communications