Service Quality Manager Standard Chartered Bank - Tanzania

Championing the Voice of Customer(VOC) initiatives, develop interventions to improve service Quality and drive a Strong service culture and hence improve sales and retention.

Key Roles & Responsibilities

1. Be the Customer Charter Champion –
Working closely with HR and Distribution to drive the Customer Charter launch to frontline
Generates internal understanding and alignment of the Charter, use the Charter as a platform to standardize and align our existing business metrics
Tracking of the Customer Charter key metrics
Action plan tracking and coordination with segment and products to deliver customer charter improvements for 2011.

2. Be the (TCF)Treating Customers Fairly Champion
Clear objective to drive the Bank’s culture to behave fairly when dealing with customers;
Drive culture – TCF messages, training and frontline understanding for implementation
TCF initiatives & TCF MI reporting - Monthly MI submitted and analysis of our TCF customer risks highlighted for VOC actions

3.Drive Net Promoter Score Improvement and action plans
Ensure research projects are tracked to schedule.
Ensure the data exchange is done as per the agreed terms and conditions. Ensure proper MIS is maintained of the data shared with the outsourced agency and internally in the SCB. Timely submission of VOC reports and MIS.
Use of VOC sources (Probe, CSS, Complaints) to identify key issues overall, by country and product/process (focus on incidence/impact)
Synthesize these findings and communicate to stakeholders in value streams and support areas including Technology +Operations , HR and Marketing for action.
Track key program actions to deliver solutions to systemic issues impacting customer satisfaction.
Track and report progress of improvement activities to stakeholders including CB Manco.
Coordinate annual Market Probe country plans - Top 3 fixes for products and channels.

4.VOC Forum Service Actions & Review - Joint ownership of VOC actions
Lead in tracking & analysis of VOC solicited from CSS, Market Probe & complaints, providing an integrated insight on CB performance service and recommendations derived from VOC surveys.
Country VOC forum conducted monthly. VOC Forum agenda to cover
TCF Key Customer Risks
Market Probe Review of action plans & CSS Monthly Review
Complaint Analysis & Root Causes
High Priority Complaints and resolutions
Forward Alert Agenda
Provide decisions on the matter of review of procedures and key controls.
Follow-up action champion arising from non-conformance with Service Standards.

5.Complaints Management - Lead in development and establishment of service standards on 8 key complaint metrics and reach targets

•Ensure complaint targets met for the country
•Ensure monthly regular reporting of complaints
•Streamline procedures for implementation / review of service benchmarks.
•Continuously review and improve operating procedures with the objective of achieving “best in class” productivity and efficiency standards across the Group as well as competition.
•Root cause elimination of complaints to prevent recurrence
•Ensure a substantial decline in customer complaint incidence.

6.Driving A Service Culture and Global Best Practices
Implement global practices and policies within country
Be part of global projects to enhance process standardization
Ensure service standards are in line with competitive benchmarks. Monitor performance against standards and provide feedback to the Senior Management. To ensure through appropriate designed audits and checks, the continual adherence to agreed service standards.
Produce required MIS reports on incidence levels, areas of concerns for each Product/ unit/department. All MIS/Reports to be as per Group requirements and presented timely
Create service delighters and internal customer recognition programs
Create Strong accountability and end to end ownership of complaints
Implement service audits and service penalties to drive accountability of complaint resolution.

KEY VOC AND SERVICE METRICS
1.Customer Charter – Overall and segment specific proofpoint targets
2.TCF Key MI and metrics
3.NPS Score and targets
4.Complaint Metrics
Complaints/000, Complaints/Day
Inappropriate Sales
FTR
FCR
TAT
Unresolved Complaints
OHS
.
KEY RELATIONSHIPS
Synthesizing the VOC for action by the business

Segment Marketing Roles
Value Stream Heads
Country Marketing
Country Service Quality
Project Managers
CB Manco through VOC Forum
Market Research

Qualifications & Skills

Post-graduate qualifications in Business/ Marketing desirable.

10 - 12 years across Banking and non banking experience to create value adding processes and services with a majority of the experience in Marketing / Operations / Service.

Extensive knowledge of credit cards, banking products and operations & working knowledge of technology & process management.

Working Experience across Product, Research and analytics

Partnership and relationship management skills to create value in a complex structure spanning various organisation levels.

Project management skills to conceptualise, test, implement and deliver.

High level of analytical skills, ability to constantly juggle between complex issues of differing priorities on product delivery / customer servicing & strong “people” skills.

How To Apply

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Diversity & Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.