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概要
Working as Unit Head Service Quality at HBFC. Excellent problem solving and communication skills. Strong communication skills. Excellent leadership and communication skills.
工作经历
Unit Head Service Quality
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Country Manager Branch Customer Experience
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Unit Head Customer Experience - South
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Regional Service Quality Manager
Monitor Key Service Indicators for the bank performance monitoring and quality measurement purpose, build and maintain strong and effective relationship among departments and to act as a bridge between branches and HO in order to resolve issues hindering the performance of the bank, making regular checks (i.e. branch and ATM visits), in order to monitor service quality standards are being maintained properly (cleanliness, tidiness, staff appearance, ATM functionality, operational working related to customer etc.), complete the service accountability process of branches on monthly basis and finalize it with HO, coordinate with branches and resolve repeated issues which are pending at HO, evaluate the performance of team members of their respective region on continuous basis, conduct service huddle session on regular basis to train and update the branch staff, perform root cause analysis via monthly/weekly visits reports and work with the relevant stake holders to form action plans and process improvements, detail discussions with Regional Managers on monthly basis to communicate the issues observed in their region and provide action plans to ensure their commitment in resolving those obstacles, conduct training sessions to new entrants on the importance and role of Service Quality in bank and its procedures & policies, improve service performance of branches in their region.
Area Service Quality Manager
Branch Visits in order to ensure proper implementation of operational instructions and bank’s service polices issued by Sq dept. and the bank as whole, monitor branch’s internal service measures, conduct service huddle and carryout ongoing trainings in area of service delivery staff, monitor branches service efficiency through head office/ Region office/ Area office by using available tools, evaluate performance of SQC of the area branches on monthly basis, coordinate with different dept. to get branches issues resolved, an depth analysis on the monthly performance of branches and suggest action plan to overcome weakness, enhance service awareness, attitude and approach of all staff, improve service performance of the Area branches.
