Job Purpose:
Reporting to the Chief Executive, the Service Excellence Lead will be responsible to devise and implement quality management and assurance strategy and related policies across all our touchpoints. He/she will serve as a change agent, driving continual and sustainable improvement culture through consistent exhibit and initiation of Operational Excellence and Quality initiatives.
Key Responsibilities
Determine and manage SBM Bank’s attributes that are closely associated with the quality of output
Shape a strategy for quality and administer proper execution techniques
Capacity building in this area
Act as a catalyst for change and continuous improvement
Determine the quality requirements
Translate internal/external customers’ needs into specific, actionable, measurable performance requirements
Define the key measurable characteristics of key services and processes
Work together with stakeholders to evaluate the agreement between the quality performance and requirements
Demonstrating the ability and capability to confirm and fulfill the quality requirements
Leverage tools and techniques such as process behavior or control charts, statistical process control, measurement system analysis, and process capability analysis
Introduce and implement statistical software based analytics for point 2 above
Manage non-conformance activities
Deal with other functional leaders to analyse and resolve any non-conformance events
Leverage root-cause analysis, risk exposure, and other evaluations to properly recommend subsequent actions for implementation
Promote a culture of quality at the Bank
Instilling quality in the DNA of our management system
Communicate continuously for reinforcing the quality culture
Assist to introduce and celebrate quality awards
Introduce and apply structured problem solving techniques for continuous improvement to lower TAT of and cycle times
Reduce variations over time for core processes to become more effective, and thus reducing flaws/defects
Drive change to improve the SBM user experience and bring in a quality service culture with the objective of minimizing cost, driving revenue and creating customer loyalty within the limits of the risk policy and banking regulations and guidelines
Demonstrate productivity gain
Lead, plan and conduct quality audits
Job Qualifications
University Degree in Banking or other areas related to Banking
A Postgraduate or Professional qualification in Quality Management will constitute a definite advantage
8+ years’ experience in Quality/Service excellence, 5 years of which must have been in a Management role
Good knowledge and grasp of banking practices and regulations
Strong leadership, planning and communication skills
Structured Problem Solving Techniques and competent in Statistical Analysis
Passionate and driven
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