Assistant Manager-Manager, Service Standardizations & Development, Customer Experience Department

Job Description

Title: Assistant Manager-Manager, Service Standardizations & Development, Customer Experience Department

Company Name: City Bank PLC

Vacancy: --

Age: At least 25 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): Banks

• Bachelor/Honors

• At least 3 years
• The applicants should have experience in the following business area(s): Banks

• Age At least 25 years

• Reporting analysts need to have strong analytical skills since he/she works with large amounts of data. They also need strong mathematical skills so that they can determine the level of demand or need for specific types of goods or assess statistical data to make projections about trends.

• He/she must be able to provide meaningful reports to other business departments so they need to have strong communication skills. The analyst also needs computer skills and is required to know specific analytical programs.

• Analytical skills that allow for the development of data driven reports.

• General knowledge of business operation, objectives, strategies, process and information flow.

• Experience in object-oriented programming and other data analysis programs is a plus.

• Previous working experience with reporting in financial institute.

• Assertive with strong stakeholder management skills to enable the role in internal and external interactions without having a bias.Relationship Management, strong communication skills, Project management, Problem Solving, Conflict Management, Stakeholder Management, Inter-personal.

Service Standardization’s and Development focuses on the responsibilities of individuals on creating, improving, and maintaining consistent, high-quality service processes. This role involves developing service standards, training employees, and ensuring processes are followed across all channels to deliver a positive customer experience. Also implement necessary process developments with digital innovation and enhancements.

• Accumulate and analyze data from different service aspects of branch CSs and tellers and then generate Service Improvement methods.

• Regularly examine data reports to locate and resolve mistakes throughout. Monitor data to find out changes in trends.

• Provide a detailed and complete understanding of the scoring parameters and support the branch personnel with various queries.

• Through Digital Innovation and Development, improvise the current process and practices in order to ensure service excellence and customer satisfaction.

• Collect ideas quarterly and prepare MIS. Carry out credibility assessment of the initially short listed ideas through communicating with concern departments.

• Regular monitor and generate reports on the newly set SLA for various Business and Support teams/ departments.

• Manage development projects, resources, budgets, and timelines, and ensuring projects are completed within the agreed-upon scope, budget, and schedule. Also oversee project execution, monitor progress, and manage risks, all while ensuring compliance with company policies and project management methodologies. 

• Counseling and coordinate with different front office personnel to ensure proper use of banks property in order to keep expending under control.

• Through regular monitoring of Service Score Card and Business Call Report, influence branch personnel to enhance their productivity and ensure discipline in professional life. This will lead to better service environment and thus impacting financial gain of the branch as a whole.