Job Description

To manage all Service Centre functions with a view of meeting/exceeding service levels and customer expectations. Ensure that all transactions are processed as per Compliance Rules and Regulations.
To conduct Service Quality checks and recommend improvement for External and Internal customers.
To formulate Service Level Agreements between various internal departments to ensure smooth processing of the work.
Effective monitoring of reports and escalation matrix wherever required.
Recommend improvements to departmental policy, implementation of procedures and controls covering all areas of the Service Center so that all relevant procedures/legislatives are fulfilled at all times
Automation of manual activities as much as possible for all transactions.
Conduct regular meeting with team to keep intact one team concept.
Service Levels of 90% or more to be achieved at all times.
Responsible for custodianship of securities pertaining to the Account Opening Area.
Carry out comprehensive root cause analysis and highlight to management for procedural changes and routines. Prepare and review strategic plans and process improvements for the customer service team.
Monitor the request flow from alternative channels and suggest improvements and changes accordingly.
Recommend steps to control and mitigate any negative feedback for the company.
Ensure adequate steps are taken to improve customer loyalty and thereby customer retention.
Ensure compliance with the approved policies, procedures, SLAs and regulatory requirements to maintain quality standards and ensure risk mitigation.
Coach, train and develop team skills by identifying training needs and assign appropriate learning platform to the team.
Review team performance and deliverables in line with the approved KPI's to ensure meeting desired objectives.
Ensure all assigned tasks and projects are executed within the approved policies, procedures and SLAs of the department.
Incorporate and comply with the bank's core values especially the Customer First in your day today activities.
Competencies/Skills
Bachelor's Degree in Finance / Commerce
Minimum 6-8 years of work experience in a similar position/industry.
Banking Products, Services and Operations Knowledge
Customer Insights
Customer Service Audit, Investigation and Service Recovery
Customer Servicing/Relationship Management
Home Finance Customer Life Cycle Management
MIS Generation and Analytics
Market and Competitive Intelligence
Operational Risk Management
Regulatory and Compliance Knowledge
Sharia Principles of Islamic Finance

Skills Required