Regional Head Quality & Service at CA Global

Job Purpose: 

• To develop, drive and monitor implementation a regional quality and service strategy with specific focus on customer and staff satisfaction, customer retention, customer analytics, processing quality and productivity

Technical Knowledge Required:

• Programme and project management skills
• Sound banking operations knowledge across Treasury, Retail, Business Banking, Corporate and Credit
• High level understanding of regional macroeconomics
• Financial and accounting skills
• Marketing and advertising campaign knowledge
• Knowledge of statistics and data mining
• High level knowledge of IT systems
• Sound understanding of the Retail and SME strategy and its alignment with Corporate strategies (where applicable)
• Strong knowledge of customers, segments and customer needs and behaviours across the region
• Understanding of the bank’s CRM system
• Relevant customer analytics and how to mine for information
• Business strategy and priorities
• New product developments
• Customer trends
• Industry best practices
• Competitor offerings across the region
• Evolving technologies
• Regulatory changes
• Reporting requirements
• Internal standards, policies and procedures
• Regulatory requirements across countries

Responsibilities:

• Strategy development, execution and alignment
• Customer satisfaction, including incident and complaint management
• Quality of processing (TAT) and productivity
• Staff knowledge, satisfaction and productivity
• Customer analytics
• Governance, risk and compliance management
• Stakeholder relationship management
• Enhance functional capabilities

Minimum Education & Experience:

• Relevant business degree; post-graduate degree preferred
• 10+ years’ retail banking experience with substantial exposure to all aspects of retail and business banking