Service Quality Controller

Company Name: Dubai Islamic Bank Employment Type: Full Time Monthly Salary: Unspecified Minimum Work Experience: 2-5 Years Minimum Education Level: N/A Listed By: Employer Career Level: Mid-level Description: Service Quality Controller Location AE Organization Name Customer Service Excellence Job Objective To review consumer banking customer touch points' adherence to service standards guidebook, monitor key service indicators, identify areas for improvement and implement action plans in order to improve service levels and enhance customer experience. Job Description Monitor and report key performance indicators and dashboards, identify gaps and root causes and recommend action plans. Conduct branches service reviews, report review findings and prepare branches score card. Support in service quality projects, applications development and transformation programs. Adherence to service quality department guidebook report and address discrepancies. Conduct regular meetings with zone and branch managers to review their key service indicators performance and agree on action plans for performance improvement. Identify potential process failure and areas for improvements, escalate it to the relevant stakeholders and follow up until resolved. Provide required training and coaching during branch visits. Conduct Ad-hoc projects as delegated by direct management. Building solid productive relationship with all levels of leadership and support teams Provide timely, accurate and effective feedback to frontline staff. Conduct process mapping and improvements for service delivery processes in branches. Improve customer service at front line counters and delivery channels with improvement on customer flow roots in branches to reduce service time and provide unique service experience. Additional Details Successful candidate should be graduate in Business Administration/ Quality with a minimum of 2 - 3 years' experience in similar role within banking. Should possess good communication skills, engage with customer, transparent & act with ownership. Should have knowledge in bank systems, change management, customer complaint management, Quality Assurance Must be good in relationship management, customer service & audit. How To Apply