Subscribe to Job Alert
Join our happy subscribers
Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
Description:
In line with the bank’s continuous drive to ensure availability of skills internally to adequately support achievement of corporate goals, the bank is seeking an experienced Head of Service Management to perform the following tasks set out below:
Responsibilities;
• Drive and oversee the articulation of the Bank’s service vision, value proposition and strategic objectives for service delivery bank wide.
• Lead the formulation of detailed departmental plans to achieve the Bank’s service goals.
• Contribute to the development of service strategies, policies, procedures and standards in line with best practice to improve service levels and rating within the bank.
• Consult on, establish and review service standards and targets within the bank.
• Drive a service driven culture in alignment with the Bank’s overall strategy.
• Monitor the internal service environment of the Bank including the culture and ensure adherence to the defined service standards.
• Recommend solutions/help solve problems that affect service efficiency/delivery.
• Initiate various service programs critical to achieving the banks service vision and strategy.
• Monitor the implementation of service delivery initiatives/programs bank wide.
• Identify critical interdependencies among various service initiatives and forge effective organizational linkage to ensure a concerted seamless implementation of the Bank’s overall service strategy.
• Develop metrics and targets for service delivery and monitor performance and set targets to achieve continuous service improvement.
• Produce reports on the bank’s service initiatives and performance and present to the bank’s leadership.
Qualifications :
Person Specification:
Essential
Professional Competencies:
• Customer Interface Analysis & Design
• Business Acumen
• Business Process Design & Re-engineering
• Change Management
• Benchmarking & Survey Administration
• Communication
• Planning & Organizing
• Policy Formulation & Implementation
• Quality Assurance
• Service Level Management
• Complaint Management
• Creating a Service Reputation
EDUCATIONAL QUALIFICATION:
EXPERIENCE:
Interested and suitably qualified candidates should apply via E-mail to mo.wellington@jobtrolley.com
Build your CV for free. Download in different templates.
Join our happy subscribers