Service Quality and Customer Insights Supervisor

The main objective of Service Quality:Enhancing the quality of customer service through continuous monitoring and evaluation of services provided across the various bank service channels.Examining if the compliance norms are adhered to by the bank staff to evaluate their services and understand the experience of the customer.Ensuring perfect service quality delivery at all times to all bank’s current and potential customers through suggesting improvements where necessary. Identifying training needs and development areas for all front ends.Ensuring positive customer relationships on the front end.Main accountabilitiesAdministrative Responsibilities Assess the strength of the current processes and the quality of service delivered to our customers by our sales force and all customer interacting staff (i.e. sales and service)Support in staff’s product knowledge, adherence to procedures and processes in addition to communication with customers. Regularly conduct quality checks and generate recommendations to help steer customer strategy and process & service enhancement. Closely interact with customer-facing staff to guide and advise on performance, gather views and insights on service, and act as the main liaison between management and staff.Advise and support all channels in developing their own quality scores ensuring met an excellence customer experienceResponsible to conduct a monthly schedule for service quality team ensure proper distribution for the different function which monitored by Service Quality team such as (contact center, sales, collection, complaint … etc.) based on available full-time employees’ “FTE’s” and ensure adherence to the set average handling time approved on the capacity plan after getting line manager approval.Provide the needed reporting / analysis to stake holdersShare quality scores needed with different stakeholdersProvide the needed reports / analysis related to FLOD, SLOD, RCSA & BIAReview the monthly dashboard prepared before submitting to top management Aligning logistics and reporting requirements related to any surveys Receive all the raised challenged and assign it to the concerned one for the needed investigation or investigate the received cases by selfEnsure log all the received challenges with the status and sent the annual KPI percent for the received challenges status to the team to add on their PDMonthly review over the quality application reports for the agents exists against the received headcountsProvide the needed training to front liners new hired related to quality attributes / KnowledgebaseResponsible to handle service quality new joiners’ users’ accessibility approvalsResponsible for implementing the backup plan to be ready in case of FTE’s unavailability or emergencyGeneral staff administration including extracting reports for the staff leaves/vacations, absences, etc. and report to the line manager.Follow-up reports with the different vendors & follow-up the action plansHandle the relationship between external research agencies (vendors) & AWB starting with receiving different quotations from several agencies Review the received data in terms of technical proposals.Obtain the needed approvals (AOU/ Fraud) in collaboration with sourcing team.Sharing in providing vendors with the needed training to ensure abiding with AWB policies and standards.Aligning logistics and reporting requirements related to any surveys Review the questionnaires along with the scale before sharing it.Provide the agency with AWB branches location along with management direction in conducting this taskReview the conducted Mystery shopping visits / NPS-CSAT and conduct AWB internal snap check ensuring the issues raised from their side are correctly addressedReporting and analyzing any additional topics ad-hoc tasks regarding to service quality and customer insights. To provide Customers insights team with the needed trainings.Analysis the conducted Mystery shopping visits / NPS-CSAT.Governance & Risk ManagementEnsure the excellence level of service is maintained and good control over risk encountered.Ensure necessary regulatory requirements related to service are adhered Ensure that process manuals of all Products are updated through document control and updated versions of the documents are with key users.Embed any changes in the new processes within the service level agreements Share the Service level pack status with senior management and function headsAnnually review service level agreement and grantee all the needed sign offsEnsure Customer service excellence and good track record in setting processes and action plansService Excellence Negotiate with stakeholders to improve the consistency, quality and efficiency of service provided across the bank depending on quality check resultsEnsure a consistent customer experience across all digital channelsMonitor and ensure proper communications through the bank website (i.e. display, accessibility)Previous service orientated.Observing customer service excellence and good track record in setting processes and action plansUnderstanding of banking processes and terminologies; should have handled systems and tools similar to those being used/plannedTechnical skills / CompetenciesGeneral Awareness of Process Management.PC Skills-Good working knowledge of Customer System software.Understanding of banking processes and terminologies; should have handled systems and tools similar to those being used/ planned.Excellent interpersonal and networking skills, with a strong ability to influence.Organizational skills. Excellent communication, presentation, and facilitation skills are a necessity.Coaching skills particularly in providing feedback and sharing product knowledge.Strong knowledge of Process Management.Experienced in analyzing root cause.A good understanding of Operational RiskCompetenciesAgilityProblem Solving & InnovationLeadershipCommunication with Impact.Customer focusKnowledge, Expertise and ExperienceExtensive understanding of the various functions in the bank e.g. Retail, Corporate, Ops & ITCustomer focused Sound attention to details, and strive to maintain high level of accuracy Ability to analyze the root cause and come up with tangible recommendationsStrong communication skills, both verbal and written, in order to provide business commentaries.Good understanding of key drivers of customer satisfactionProblem solving skills with the ability to develop imaginative solutionsDeveloping and maintaining relationships with people at all levels within a large organization. Previous service-orientated, customer-facing role.Previous professional training experience preferably in a similar field.ExperienceMinimum 4 to 6 years of experience in data analysis, customer research, or business intelligence, preferably within the banking or financial services sector.Very Good written and spoken Arabic and EnglishBachelor’s degree in Business Administration, Human Resources, or a related fieldProven ability to translate customer behavior and feedback into strategic recommendations that enhance service quality and customer satisfaction.Experience using data visualization and reporting tools (e.g. Power BI, Tableau, Excel, or similar).Exposure to survey design, focus groups, and market studies for understanding customer needs and expectations.Familiarity with CRM systems and customer segmentation techniques is an advantage