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Service Quality Manager

Head Office, Phnom Penh
Application deadline
December 10, 2022

DUTY & RESPONSIBILITY

  • Work closely with branch managers and concerning departments to achieve service quality objectives by contributing customer experience information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality, and customer experience standards, resolving problems, identifying customer experience trends, determining products, services and system improvements and implementing changes
  • Ensure all branches to manage and reduce waiting [servicing times for customers effectively   Ensure all branch networks communicate courteously with customers by telephone, email, business letter, face to face and other communication methods
  • Develop up-to-date customer experience procedures, policies and standards
  • Determine customer experience requirements by maintaining contact with customers, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices, analyzing information and applications and report DBMD, Head of Branch Development and Regional Head Province west Region
  • Improve service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, implementing changes
  • Achieve referral targets by pro-actively probing for customer needs and actively referring sales opportunities to the Branches
  • Set challenging referral targets for branches with the superior and coming up with strategies to achieve these targets
  • Keep oneself and branches up-to-date with banks' product ranges to maintain superior product knowledge
  • Ensure all branches provide superior customer experiences to our valuable customers
  • Ensure all branches provide outstanding and consistent advice and service that will make our customers come back by using recommended five service manners at all times o Always smile and greet customer o Use eye contact o Greet and address customer properly o Thank the customer and ask if I can serve more o Always apologize if a customer is not happy
  • Pro-actively work closely with branch networks and concerning department to identify and address areas of customer dissatisfaction, following up and resolving any customer complaints within the discretion or refer appropriately. Accept customer complaints as an opportunity to learn, and take responsibility for their resolution
  • Build and lead all branches in which every member is proud to be part of the Bank, passionate about customers and eager to make the Bank succeed;
  • Provide leadership and direction to the branches and empower to achieve their best capability by developing and maintaining an open, honest and satisfying team environment
  • Take time to coach identified poor performing branches of customer experiences. Give honest and direct feedback what is going well and where improvement is possible. Schedule and implement development and training plans for identified branches
  • Build a strong relationship with all branch managers and head of departments in Head Office
  • Ensure sharing of "best practices" ideas share with the branches what works best in meeting our customers' needs and exceeding their expectation
  • Provide regular refresher training courses of customer service excellence
  • May perform tasks as assigned.

QUALIFICATION

  • Bachelor Degree in Banking and Finance, Marketing or relevant fields
  • Minimum 5 years of proven experience with customer experiences
  • Be able to work independently i.e. take a lead any initiative or innovative ideas for implementation  
  • Good in organizational, leadership and time management skill
  • Honesty, high commitment, good team work
  • Good spoken and written in English.
  • Good knowledge in Microsoft Office Word, Excel and Power Point.


How to apply

Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh

Submit an application

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