Participate in HR, Corporate Comm. projects relating to organization effectiveness and change that affects service in the bank.
Assist in the planning and management of organization change programmes for effective service
To Develop and Promotion of a Service Standard Measurement System driven by Organisational Objectives.
Conduct Trainings relivant to staffs job functions.
Assist in identifying Customer Service Processes requiring reviews and improvements within the organisation. Circulation and awareness/creation of set standards bank wide after approval.
Research and produce policy, guidance, procedures and best practice advice on Customer Services.
Develop and Document Service Standards in the Bank.
Assist in Developing Action Plans to address service shortfalls.
Assist in continuously reviewing all existing Bank Policies as they affect Service Delivery to Customers.
Reporting directly to the Group Head, Service Management