Head of Service Excellence (SED)
Job Description
Title: Head of Service Excellence (SED)
Company Name: United Finance PLC
Vacancy: 1
Age: Na
Job Location: Dhaka
Salary: Negotiable
Experience:
Published: 2026-04-21
Application Deadline: 2026-05-19
Education:
- Bachelor of Business Administration (BBA) in Finance, Accounting, Economics, Banking, Management, Marketing, HRM, or related field
Requirements:
Skills Required:
Additional Requirements:
Responsibilities & Context:
Position Summary:
The Head of Service Excellence is responsible for leading and institutionalizing service excellence across United Finance PLC by optimizing end-to-end processes, standardizing service quality, and enhancing customer experience across all products and digital channels.
Key Responsibilities:
Develop and implement Service Excellence Strategy aligned with organizational goals. Establish product-wise Service Level Agreements (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 Turnaround Time (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
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
Job Other Benifits:
Employment Status: Full Time
Job Work Place:
Company Information:
Gender: Male and Female can apply
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Category: Bank/ Non-Bank Fin. Institution
