Job Purpose:
To develop, drive and monitor implementation a regional quality and service strategy with specific focus on customer and staff satisfaction, customer retention, customer analytics, processing quality and productivity
Technical Knowledge Required:
Programme and project management skills
Sound banking operations knowledge across Treasury, Retail, Business Banking, Corporate and Credit
High level understanding of regional macroeconomics
Financial and accounting skills
Marketing and advertising campaign knowledge
Knowledge of statistics and data mining
High level knowledge of IT systems
Sound understanding of the Retail and SME strategy and its alignment with Corporate strategies (where applicable)
Strong knowledge of customers, segments and customer needs and behaviours across the region
Understanding of the bank’s CRM system
Relevant customer analytics and how to mine for information
Business strategy and priorities
New product developments
Customer trends
Industry best practices
Competitor offerings across the region
Evolving technologies
Regulatory changes
Reporting requirements
Internal standards, policies and procedures
Regulatory requirements across countries
Responsibilities:
Strategy development, execution and alignment
Customer satisfaction, including incident and complaint management
Quality of processing (TAT) and productivity
Staff knowledge, satisfaction and productivity
Customer analytics
Governance, risk and compliance management
Stakeholder relationship management
Enhance functional capabilities
Minimum Education & Experience:
Relevant business degree; post-graduate degree preferred
10+ years’ retail banking experience with substantial exposure to all aspects of retail and business banking
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