Job Purpose Summary

The incumbent will assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in developing and implementing the service quality plan/ initiatives for Retail Banking in order to continuously improve the quality of service imparted to retail customers and thereby provide a competitive edge to the Group over its competitors.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

1. Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of the Group’s Service Quality strategy/ plan.

2. Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his efforts to keep customer attrition to a minimum and improve usage of the Group’s products and services by ensuring high standards of service quality, thereby resulting in growth in business.

3. Provide inputs to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitor their achievements on a periodic basis.

C. Customer (Internal & External):

1. Assist in Liaise on continual basis with the other related units/ departments within the Group to obtain information regarding customer feedback/ complaints on timely basis.

2. Assist in Maintaining an Internal and external surveys covering all departments / the customers to know how internal customers are satisfied with the services provided by QNB - Analyze all customer complaints and find the corrective action to resolve it.

C. Internal (Processes, Products, Regulatory):

1. Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of service quality standards in line with applicable best practices and regional considerations.

2. Assist in Identifying & analyzing route cause of all repeated issues and work on reviewing existing and new process

3. Assist in reviewing the resolution of complains (TAT) and find ways to resolve the high TAT transactions.       

4. Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his/ her mission to evaluate and improve service quality levels on continual basis by:

• Conducting mystery shopping surveys and other checks on unannounced basis to monitor branch/ unit performance against the established service quality standards and reporting the results to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ). Assist in finding solution for route cause and analyze all issues raised through reports and work on upgrade Service Delivery Standard.

• Channeling customer feedback to the business and distribution units through the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) on timely basis and thereby assist in the continuing improvement of relevant products, procedures and services.

  Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in ensuring that the latest trends/ tools/ methodologies in service quality are continually analyzed and reflected in the Group’s service quality efforts, to the extent applicable.

D. Learning & Knowledge:

1. Possess good knowledge of service quality related issues, standards and the latest trends with respect to measurement/ assessment of service quality.

2. Assist in staff training (especially front-line personnel) on service quality related standards, matters and initiatives, including the latest tools/ trends in conducting service quality checks, in coordination with coaching and mentoring team of group Retail bank.

Education & Experience Requirements:

1. University graduate

2. Fair Knowledge of the latest trends in service quality standards, tools and techniques.

3. Fair Knowledge of handling service quality issues/ matters preferably in the financial services sector