Job Purpose Summary

The incumbent will assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in developing and implementing the service quality plan/ initiatives for Retail Banking in order to continuously improve the quality of service imparted to retail customers and thereby provide a competitive edge to the Group over its competitors.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

• Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of the Group’s Service Quality strategy/ plan.
  
• Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his efforts to keep customer attrition to a minimum and improve usage of the Group’s products and services by ensuring high standards of service quality, thereby resulting in growth in business.
  
• Provide inputs to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitor their achievements on a periodic basis.
  

C. Customer (Internal & External):

• Assist in Liaise on continual basis with the other related units/ departments within the Group to obtain information regarding customer feedback/ complaints on timely basis.
  
• Assist in Maintaining an Internal and external surveys covering all departments / the customers to know how internal customers are satisfied with the services provided by QNB - Analyze all customer complaints and find the corrective action to resolve it.
  

C. Internal (Processes, Products, Regulatory):

• Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of service quality standards in line with applicable best practices and regional considerations.
  
• Assist in Identifying & analyzing route cause of all repeated issues and work on reviewing existing and new process
  
• Assist in reviewing the resolution of complains (TAT) and find ways to resolve the high TAT transactions.
  
• Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his/ her mission to evaluate and improve service quality levels on continual basis by:
  

• Conducting mystery shopping surveys and other checks on unannounced basis to monitor branch/ unit performance against the established service quality standards and reporting the results to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ). Assist in finding solution for route cause and analyze all issues raised through reports and work on upgrade Service Delivery Standard.
  
• Channeling customer feedback to the business and distribution units through the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) on timely basis and thereby assist in the continuing improvement of relevant products, procedures and services.
  Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in ensuring that the latest trends/ tools/ methodologies in service quality are continually analyzed and reflected in the Group’s service quality efforts, to the extent applicable.
  

D. Learning & Knowledge:

• Possess good knowledge of service quality related issues, standards and the latest trends with respect to measurement/ assessment of service quality.
  
• Assist in staff training (especially front-line personnel) on service quality related standards, matters and initiatives, including the latest tools/ trends in conducting service quality checks, in coordination with coaching and mentoring team of group Retail bank.
  

Education & Experience Requirements:

• University graduate
  
• Fair Knowledge of the latest trends in service quality standards, tools and techniques.
  
• Fair Knowledge of handling service quality issues/ matters preferably in the financial services sector
  

Note: you will be required to attach the following: