Head of Service Excellence (SED)

Job Description

Title: Head of Service Excellence (SED)

Company Name: United Finance PLC

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• 10 to 12 years
• The applicants should have experience in the following business area(s): Banks, Insurance, Leasing, Investment/Merchant Banking

• Bachelor`s degree in Business Administration, Finance, Accounting, Economics, Banking, Management, HRM, Marketing or related field.

• MBA or relevant advanced degree preferred.

• 10 to 12 years
• The applicants should have experience in the following business area(s): Banks, Insurance, Leasing, Investment/Merchant Banking

• Minimum 10-12 years of relevant experience of which 3-5 years in banks or Financial Institutions.

• At least 2-3 years in a managerial role

• Proven experience in process improvement, service quality, or operations transformation.

• Strong exposure to SLA management, TAT optimization, and customer experience frameworks.

• Experience in working with digital platforms and process automation initiatives.

• Understanding of loan and deposit operations.

Key Competencies:

• Strategic thinking and process optimization capability

• Strong analytical and problem-solving skills

• Customer-centric mindset

• Leadership and stakeholder management

• Understanding of financial products and operations

United Finance PLC, a `AAA` rated Financial Institution, started its journey in 1989. We serve the financial needs of a diverse client base of both individual & companies in all 64 districts of Bangladesh through 25 offices. Our unwavering commitment to financial inclusion, responsible lending and sustainability is reflected in all that we do.
United Finance is looking for a dynamic and hardworking professional for the position of Head of Service Excellence (SED).
For details please visit www.ufplc.com
Key Responsibilities

• Develop and implement Service Excellence Strategy aligned with organizational goals.

• Establish product-wise SLAs, service quality standards, and governance frameworks.

• Establish a unified Customer Feedback Management System to capture complaints and suggestions across product lines. Analyze trends and implement corrective measures.

• Collaborate with IT and Operations to improve usability of digital platforms. Simplify digital loan applications, enhance customer notifications, and reduce digital drop-offs.

• Develop and monitor service performance dashboards covering TAT, complaint resolution, SLA adherence etc.

• Conduct structured process audits across branches and departments for high-volume products.

• Identify inefficiencies and recommend process re-engineering initiatives.

• Simplify onboarding and documentation processes for Loan and Deposit Products.

• Standardize TAT benchmarks and documentation requirements, develop SOPs across branches, and reduce encashment delays through workflow automation.

• Lead and guide the Service Excellence team, ensuring effective execution, continuous development and alignment with organizational goals.

Additional Responsibilities:

• Promote a customer-first culture across the organization.

• Support organizational change and service transformation.

• Conduct cross-functional workshops to address service bottlenecks.

• Benchmark service standards against industry best practices.

• Ensure compliance with regulatory and governance.