Reference number: 1443CON

Posted on: May 13 2008

Location: Amman, Jordan

Industry: Financial Services

Career level: Executive (director, department head)

Job type: Full time

Communities: Finance, Economics & Banking

Job Description and Requirements

Job Description:

1.Developing and regularly reviewing/updating Bank-wide service quality strategy, policies and standards for all functions (in close coordination with functional heads/functional service quality heads) and monitoring adherence to departments to these set standards.
2.Assisting functional heads/ functional service quality heads in planning and developing their strategies and ensuring it is aligned to the overall Bank strategy.
3.Performing periodic external surveys in coordination with/through Marketing and external vendors to evaluate client satisfaction with service quality levels, identify areas of improvements and to evaluate the Bank’s position vs. key competitors.
4.Review existing processes impacting service quality (in close coordination with Operation’s BPR unit and recommend improvements in light of the above.
5.Ensuring that the Bank’s/Group’s processes and P&Ps are comprehensive, documented and up-to-date.

Key Roles:
1.Develop & maintain the Bank/Group-wide service quality framework, strategy, policies and standards and ensure they are met or exceeded by the Bank’s functions and Group entities.
2.Analyze, track and follow-up on all service issues and complaints, assisting functional heads/functional service quality heads as and when needed to remedy difficult or chronic issues.
3.Mandate SQ related market and employee surveys and review and analyze surveys findings, jointly with functional heads/functional service quality heads to identify gaps and/or areas of improvements across all key SQ metrics (people, process, physical).
4.Regularly and independently review existing SQ-related processes and “think out of the box” to improve the efficiency/SQ of the Bank (jointly with the BPR unit in Operations).
5.Act as the single custodian for all Bank/Group-wide processes and P&Ps, ensuring that they are comprehensive, documented and kept up-to-date.
6.Escalate any missing/outdated process/P&P to the related functional heads and to OCEO Head and ensure proper follow-up until all documents are completed and at hand.
7.Ensure and lead SQ training in coordination with Training Department - HR, bankwide.

Experience: 10 to 15 years in a leading financial company or in a service industry of which at least 5 years in a senior position.

Skills:
-Fluent in English & Arabic .
-Ability to motivate and lead people and interact effectively with senior managers.
-Excellent writing, communication & presentation skills.
-Highly organized & details oriented.
-Effective interpersonal skills.
-Possess strong knowledge of process re-design methodologies and tools.
-Good understanding of the banking business, especially branches, operations and IT.
-Excellent command of MS Office.

Education: Undergraduate degree in Business/Industrial Engineering, Graduate degree/MBA a plus. Advanced Six Sigma certification required.