Service Excellence Lead at SBM Bank

Job Purpose:

Reporting to the Chief Executive, the Service Excellence Lead will be responsible to devise and implement quality management and assurance strategy and related policies across all our touchpoints. He/she will serve as a change agent, driving continual and sustainable improvement culture through consistent exhibit and initiation of Operational Excellence and Quality initiatives.

Key Responsibilities

• Determine and manage SBM Bank’s attributes that are closely associated with the quality of output
• Shape a strategy for quality and administer proper execution techniques
• Capacity building in this area
• Act as a catalyst for change and continuous improvement
• Determine the quality requirements
• Translate internal/external customers’ needs into specific, actionable, measurable performance requirements
• Define the key measurable characteristics of key services and processes
• Work together with stakeholders to evaluate the agreement between the quality performance and requirements
• Demonstrating the ability and capability to confirm and fulfill the quality requirements
• Leverage tools and techniques such as process behavior or control charts, statistical process control, measurement system analysis, and process capability analysis
• Introduce and implement statistical software based analytics for point 2 above
• Manage non-conformance activities
• Deal with other functional leaders to analyse and resolve any non-conformance events
• Leverage root-cause analysis, risk exposure, and other evaluations to properly recommend subsequent actions for implementation
• Promote a culture of quality at the Bank
• Instilling quality in the DNA of our management system
• Communicate continuously for reinforcing the quality culture
• Assist to introduce and celebrate quality awards
• Introduce and apply structured problem solving techniques for continuous improvement to lower TAT of and cycle times
• Reduce variations over time for core processes to become more effective, and thus reducing flaws/defects
• Drive change to improve the SBM user experience and bring in a quality service culture with the objective of minimizing cost, driving revenue and creating customer loyalty within the limits of the risk policy and banking regulations and guidelines
• Demonstrate productivity gain
• Lead, plan and conduct quality audits

Job Qualifications

• University Degree in Banking or other areas related to Banking
• A Postgraduate or Professional qualification in Quality Management will constitute a definite advantage
• 8+ years’ experience in Quality/Service excellence, 5 years of which must have been in a Management role
• Good knowledge and grasp of banking practices and regulations
• Strong leadership, planning and communication skills
• Structured Problem Solving Techniques and competent in Statistical Analysis
• Passionate and driven