Country Customer Experience Supervisor

Key Roles:Ensure that the department business plan is executed and all targets are achieved.Ensure that the department budget is being abided by.Supervise the overall performance of service excellence officers.Ensure and monitor proper and accurate reporting by officers.Carry out service excellence activities according to the country business planAnalyze Mystery Shopping results for contact center and branches, and recommend corrective actions.Manage customer complaints from all sources.Analyze customers complaints trends, and highlight service gaps or deficiencies, recommend remedialConduct service quality evaluation for front lines employees according to a set of service standards.Develop training materials and delivered training course to increase the service knowledge and awareness for Consumer Banking staff.Acquire Mystery Shopping results, and set schedules for training, coaching, and counseling and document the results.Regular visits according to country business plan to implement service excellence initiatives ensure adherence to service standards, related to people, processes, and premises.Participate in service excellence short and long term initiatives and projects.Timely implementation of service excellence initiatives progress and report results.

Job Requirements

Education: University degree in Business Administration or related fields from a reputableuniversity.Experience: 4 : 6 years of experience.Competencies:Fluent in EnglishSix Sigma certificate is a plus.Excellent presentation skills.Excellent communications and interpersonal skillsTeam work and positive attitude .Analytical skills .