We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.<\/p>\n
To us, good performance is about much more than turning a profit.\u00a0 It\u2019s about showing how you embody our valued behaviours \u2013 do the right thing, better together and never settle \u2013 as well as our brand promise, Here for good.<\/p>\n
We\u2019re committed to promoting equality in the workplace and creating an inclusive and flexible culture \u2013 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.<\/p>\n
Job Description<\/strong><\/p>\n Job Title:\u00a0Head, Client Experience<\/strong> JOB PURPOSE Client Experience Enhance Service Quality Build a Service Culture TCF & Conduct Continuous Improvement & Change Initiatives VOC Research Complaints Management Our Ideal Candidate<\/p>\n \uf0d8 Post-graduate qualification in Business\/Marketing desirable. 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…..<\/p>\n","protected":false},"author":6721,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[150],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-8Ws","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/34376"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=34376"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/34376\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=34376"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=34376"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=34376"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\n\u00a0<\/strong>
\nThe Role Responsibilities<\/strong><\/p>\n
\n\uf0d8 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).
\n\uf0d8 To drive a culture of total commitment to Client\u2019s delight throughout Retail Banking for external and internal clients, and thereby provide effective support to all Segment and Product Teams
\n\uf0d8 To increase client satisfaction and market share by improving the total service delivery system and embedding the client experience culture in Retail Banking
\n\uf0d8 To be responsible for planning and overall management of service and process quality for Retail Banking.
\n\uf0d8 To implement process improvement initiatives that improve efficiency and increase client satisfaction
\n\uf0d8 To build a culture of continuous improvement across Retail Banking and support functions<\/p>\n
\n\uf0d8 Champion on-ground delivery of the CE cultural transformation agenda and change initiatives rolled out by Group.
\n\uf0d8 Build active engagement with key stakeholders in Product, Distribution, Segment and GTO to support the Country CE agenda.
\n\uf0d8 Design and deliver a robust control environment for Complaints Management & TCF ensuring compliance to the applicable policies and procedures.
\n\uf0d8 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.
\n\uf0d8 Conduct regular Country CEM discussions, as per the governance framework agreed with the RCMT, ensuring timely actions are taken on agreed initiatives.
\n\uf0d8 Pursue achievement of CE & Complaint targets in line with the established goals whilst maintaining the highest quality standards on data reporting.
\n\uf0d8 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.
\n\uf0d8 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)
\n\uf0d8 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.
\n\uf0d8 Undertake service reviews and capacity planning across the Complaints\/CE function<\/p>\n
\n\uf0d8 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.
\n\uf0d8 Benchmark against industry and \u201cbest in class\u201d standards. This will include design and implementation of external client surveys.
\n\uf0d8 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\u2019s operations. Review service standards and ensure consistent adherence.
\n\uf0d8 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<\/p>\n
\n\uf0d8 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.
\n\uf0d8 Work with the Learning & RBMT to develop, design and deliver client experience training\/development programs in the Bank
\n\uf0d8 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 \u201cdoing things right the first time\u201d.
\n\uf0d8 Design, implement and monitor recognition\/reward programmes to incentivise and motivate staff to exhibit service behaviours and deliver quality service.<\/p>\n
\n\uf0d8 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.
\n\uf0d8 Ensure continuous engagement with the Product, Distribution and Compliance teams on TCF performance and implementation of conduct related initiatives.
\n\uf0d8 Lead and represent country along with Head, CE in TCF review sessions (as relevant)
\n\uf0d8 Review and manage performance of TCF results and follow through on actions with the relevant stakeholders.<\/p>\n
\n\uf0d8 Work closely with the Group CE team in implementing global CE initiatives in country, including:
\n\uf0d8 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.
\n\uf0d8 Facilitate discussions with a wide variety of stakeholders across functions to socialise the initiatives, agree roles & responsibilities and coordinate implementation plans.
\n\uf0d8 Engage and discuss key issues\/challenges with senior management at Group and country level.
\n\uf0d8\u00a0 \u00a0 \u00a0 \u00a0Examples of CE enhancement initiatives include \u2013 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<\/p>\n
\n\uf0d8 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.<\/p>\n
\n\uf0d8 Management of Client complaint resolution and determination of solutions to root causes. Drive reduction in Client complaint incidence for Retail Banking.
\n\uf0d8 Ensure there is a robust process for complaint resolution and implement\/review service benchmarks which are relevant. Streamline procedures to further the above.<\/p>\n
\n\uf0d8 Proven track record experience in Retail Banking business (7-9 years).
\n\uf0d8\u00a0 \u00a0 \u00a0Good knowledge of frontline work scope & demands, products, sales, services, delivery channels and Client segments.
\n\uf0d8 Credibility based on technical knowledge and previous experience (not necessarily banking).
\n\uf0d8 Strong leadership qualities, excellent interpersonal skills, influencing skills and a pleasant personality.
\n\uf0d8 Fair analytical skills and ability to drive change.
\n\uf0d8 Ability to identify need for change, adaptable and flexible in anticipating and realising market opportunities.
\n\uf0d8 Conceptional understanding of quality and can work well with internal and external agencies.
\n\uf0d8 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<\/p>\n","protected":false},"excerpt":{"rendered":"