Head of Service Quality Division (FAVP-VP)

Job Description

Title: Head of Service Quality Division (FAVP-VP)

Company Name: Community Bank Bangladesh PLC.

Vacancy: 01

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 10 years
• The applicants should have experience in the following business area(s): Banks

• Masters
• Bachelor/Honors

• At least 10 years
• The applicants should have experience in the following business area(s): Banks

• Completion of JAIBB and AIBB shall be mandatory for consideration of recruitment to the next higher grade.

• No third class/division in any academic record.

• Having professional certification in relevant field will be added advantage.

• Responsible to device and enforce strategies for the improvement of the overall service experience of customers to meet the desired standards set by the Bank through regular monitoring and reporting on the key service indicators.

• Conduct service Audit in branches, support functions and contact center.

• Conduct Mystery Shopping survey, Customer Satisfaction survey, focused group discussion, etc.

• Manage and handle complaint management team by ensuring 100% customer satisfaction.

• Conduct root cause analysis on dissatisfaction and service gaps in processes, policies and products with tracking of specific action plans and timeline.

• Identify training needs of the staff and take appropriate measures for their development in coordination with HR & CBTA.

• Identify and nominate best service providers for reward and recognition.

• Identify and suggest for corrective measures/action to be taken against the employees who breach service standard, set by the Bank.

• Arrange various Customer Service related events

• Assist CBB Integrity committee by submitting the CBB Integrity Implementation report to BB.

• Ensure that Customer Awareness Programs are conducted by the branches