Head of Service Quality, Vice President recruitment

This premier bank provides diverse products and services to its sophisticated clients.  It has a strong footprint in the region and promotes internal mobility for top talents.  It is now seeking to recruit a dynamic Head of Service Quality for its Call Centre division.

Reporting to the Group Head of Call Centre, you will manage Service Quality, Risk and Compliance functions.  You will develop and implement the service quality framework which developing the Division’s quality standards and policies and spearheading Service Quality initiatives through the development and implement of Quality Management Program across the division.  You will develop, implement and supervise Quality Assurance program for the division to measure and report actual performance based on set standards.  You will administer and analyse voice of the customer through customer satisfaction survey to understand customers’ needs and the level customer’s satisfaction provided by call center agents.  You will also manage a team that handles customer complaint and feedback and ensuring proper resolution through continuous improvement of processes and systems. You will provide guidance and support to the Division on the requirements of legal and regulatory bodies as well as the Bank’s policies and procedures.

Degree qualified, you will have at least 8 – 10 years’ experience in Call Centre environment including several years in Service Quality.  You are customer service focused, solution-oriented and possess a strong sense of business priorities and service excellence.

To apply, please submit your resume to Adnan Atan at aa@kerryconsulting.com, quoting the job title and reference number AA4395.  Due to high volume of responses, only shortlisted candidates are notified.