Branches Service Excellence Manager

Job Purpose:

To monitor and enhance service excellence across branch and elite banking operations, ensuring high customer satisfaction and adherence to service standards.

Principal Accountabilities:

Job Responsibilities

Monitor branch and elite banking complaints, ensuring timely resolution and customer satisfaction.

Develop strategies and initiatives to improve the Net Promoter Score (NPS) for Elite segment.

Review and analyse Mystery Shopping reports to identify areas for service improvement.

Conduct monthly knowledge assessments to ensure staff are up to date with policies and procedures.

Oversee the completion of Control Tests (CTs) by all branches.

Conduct frequent tests on Business Continuity Plan (BCP) to ensure uninterrupted service during emergencies.

Handle Trans Guard & Vendor payments efficiently and accurately.

Plan and organize staff events for better engagement and team building fostering a positive work environment that enhances collaboration and morale for Elite and Branch Distribution