DESCRIPTION
East West Bank, established in 1994, is one of the fastest-growing banks in the country today. It caters to the financial needs of consumers, middle market corporates, and the mass affluent. Through its vast network of stores nationwide, it offers a wide range of banking products and services, as well as allied financial services: non-life insurance brokerage, bancassurance, and leasing.
The Service Quality Head is responsible for driving the creation and continuous improvement of the bank-wide service standards and service level agreements (SLAs). Adherence to these is eventually monitored and continuously improved.
The role also includes reporting on the Bank’s adherence to the service standards and SLAs, to ensure oversight on the service quality and customer service initiatives for the Bank.
The Head of SQ likewise takes a critical responsibility in providing objective and unbiased recommendations that will ultimately lead to improvement in the quality of services from across touchpoints . In addition, he/she is expected to embody and model the basic customer service standards expectations and thus is expected to positively influence peers and fellow EWBankers into adherence to the standards set by the Bank.
RESPONSIBILITIES:
Implement specific mandates from the Customer Experience Head pertaining to the Bank's Service Quality Programs through effective planning and deployment of bank-wide SQ activities.
Conducts Division and Store Calibration sessions, CPP NEOP briefing resulting to a clearer understanding and improved adherence to the standards.
Ensures adherence of employees of the Bank by conducting:
-CCTV Reviews
- Mystery Shop review
Create and document multiple and simultaneous programs that are aligned with the specific mandates received from the Customer Experience Group Head.
Evaluates and examine, create and revise customer communication materials, marketing and promotional materials.
Act as representative of the Customer Experience Head as assigned in various subsidiary activities.
Act as Overall Project Manager for new service quality initiatives that will result to improved internal and external customer satisfaction, efficiency and swift resolution of escalated cases.
Review and oversee consolidated bank wide data and generate performance report on service quality programs.
Responsible for communicating service quality program objectives and deployment plan to 3rd party service providers.
Prepares Report to the Board and Senior Management the status of the Bank’s adherence to the requirements of BSP Circular 897 Consumer Protection Framework.
Represents the Bank in the BSP Clarificatory Meetings pertaining to Consumer Protection
Others
QUALIFICATIONS/ COMPETENCIES:
Bachelor’s Degree in Communication, Psychology, Commerce, Economics, Engineering, Information Technology or Math.
Minimum 10 years work experience with a combination of the following work experiences:
- At least 10 years total work experience
- At least 5 years work experience in a financial institution in
a managerial role
- At least 3 years work experience in project
- At least 3 years work experience in performing processing improvements
Should have a strong sense of customer focus
Able to communicate well, both in oral and written skills
Excellent Attention to detail
Results Driven
Confident and can communicate with ease to people of all ranks and levels.
Organized
Excellent demeanor and Positive disposition
APPLICATION PROCESS
Please send your latest curriculum vitae to the AIM Career Services Office at careerservices@aim.edu for endorsement.
For more information about the job opening, please click this link.