The VP of Service Culture & Transformation will drive service culture programs which are aligned with the Banks vision, mission and strategy to improve the customer experience across multiple touch points. This is a both a strategic and execution role which requires frequent interaction with senior leaders, unit heads and local country heads.
Responsible for the bank’s service culture strategy and driving its transformation journey.
Develop the service culture strategy and drive its implementation through robust frameworks, policies, processes, data analytics and behavioural transformation.
Work closely with the other teams within Customer Advocacy & Service Quality (including process improvement, complaints management and customer journeys), as well as with branches, the contact centre, and other customer touchpoints to ensure consistent delivery of the strategy.
Lead projects that will embed a customer centric approach to everything we do.
Design and promote service culture programs focusing on signature experiences for customers and employees centred on a culture of service excellence.
Work closely with HR and local unit heads to develop a customer centric DNA across the Bank.
Lead the strategy and delivery of regional Customer Experience initiatives.
Maintain knowledge of industry trends.
Conduct relevant surveys, collate and analyse survey results to obtain insightful feedback and propose recommendations for improvement.
Conduct root cause analysis and facilitate continuous improvement initiatives across various departments to achieve better customer experience.
Act as transformative change agent; promote service culture mind set and behaviour across the organization.
Candidate should have at least 5 years of experience and a degree holder with a demonstrated track record in service excellence roles in consumer focused or financial institutions with strong reputation for delighting customers.
Must possess a creative spirit and the courage to drive change in the organization and challenge the status quo to help the organization reach higher levels of performance.
Innovative, results driven and passionate about reimagining customer experience in the ever changing banking landscape.
Possess strong leadership, presentation and influencing skills, and is a strategic yet hands on team member.
Work effectively across functions, promoting collaboration and teamwork in pursuit of successful outcomes.
Work autonomously with little direction, setting priorities and taking necessary actions to identify, contain, and remediate any potential issues.
Highly organized with the ability to manage multiple and often competing priorities.
Strong interpersonal skills, with the ability to gain the trust and confidence of internal partners; comfortable working one on one with all levels, from senior management through to functional level employees.
Strong communication skills, including verbal, written, and presentation; mature, thoughtful, and articulate.