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Head Branch Development Department

Head Office, Phnom Penh
Application deadline
February 15, 2023

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 braches 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: Always smile and greet customer; Use eye contact; Greet and address customer properly; Thank the customer and ask if I can serve more; 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.
  • Prepare & obtain branch look standard.
  • Ensure that all branches renovation comply with Branch Look and Feels
  • Supervises all property management personnel and delegates responsibilities as appropriate.
  • Coordinates and oversees all property management activities from routine cyclical maintenance to the management of assigned property projects from planning through implementation.
  • Collaborates with relevant stakeholders on project planning and design as necessary.
  • Ensures that all properties are in pristine condition and consistent with quality standards set.
  • Monitors properties to ensure they are safe and inviting to the public.
  • Conducts regular assessments to ensure properties are adequately protected from human and environmental damage.
  • Responsible for overseeing the building maintenance program.
  • Presents requests for new vehicles and/or property management equipment to Commission for approval.
  • Develops annual work plan pursuant to Commission prioritization and in coordination with the bank business plan.
  • Implements plan based on approved timelines and keeps projects on schedule.
  • Perform other duty assigned by COO.

QUALIFICATION

  • University degree, preferably in business management or related field.
  • At least 4 years of professional experience in banking Service quality.
  • Understand about vision, mission , core value, regulation and other principle of Canadia bank.

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