Senior Manager / Head of Customer Experience
at Hatton National Bank
Senior Manager / Head of Customer Experience
This is a vacancy for a senior level officer to serve as a Customer Experience Officer in order to enhance and deliver a superior customer experience in par with international service delivery standards.
The selected candidate will be expected to interact with product heads, branch managers, regional heads, channel owners and call centre personnel apart from external stake holders including customers, regulators and government authorities. The position holder will be highly empowered and authorised to provide customers with solutions within a predetermined framework.
Key Duties & Responsibilities:
- Overall responsibility for enhancing and maintaining customer service excellence across all channels
- Conceptualising, designing and launching a call centre to support multiple customer segment needs
- Responsible for financial goals in one or more of our key customer retention categories
- Responsible for conceptualising and managing a diverse range of customer retention campaigns and initiatives
- Conducting training programmes, mystery shopping across all our channels, meeting customers and carrying out brand audits
- Constant communication with the branch network to guide and train staff to deliver high standard of customer service
- Review of internal processes / policies and making improvements with a view to enhancing the customer experience
- Establishing and monitoring SLAs
- Overlooking and being responsible for the service delivered through all customer touch points
Work Experience:
- A minimum of 10 years' experience in service quality management, call centres, and process improvement operations of which at least 5 years should be in a managerial capacity
Educational Qualifications:
- A degree from a recognised university or an equivalent professional qualification in marketing related area
- A Masters in Business Administration (MBA) would be an advantage
Skills & Capabilities:
- Excellent interpersonal and networking skills
- Ability to innovate and provide easy solutions
- Outstanding leadership skills
- Effective relationship management capabilities
- Outstanding communication skills
Interested candidates are invited to apply for the position. All applications must reach us by 10th December 2015 via email to careers@hnb.lk (Please mention the position applied for in the subject line of the email)
Chief Human Resources Officer
Human Resources Department
Level 19, HNB Towers
479, T. B. Jayah Mawatha
Colombo 10
Hatton National Bank is a premier private sector commercial bank with the largest branch network among private sector commercial banks, spread across the length and breadth of Sri Lanka and caters to all segments of the market through its diverse product and service offering. The Bank is also involved in insurance and capital market operations in the Country through a Group Companies. During 2014, the Group asset surpassed Rs.600Bn, while the Group recorded post-tax profit of over Rs. 10Bn for the year. Hatton National Bank has been awarded by the Asian Banker Magazine as the "Best Retail Bank in Sri Lanka" for 7 years for its performance 2007 to 2012 and 2014 and named as the "Bank of the year in Sri Lanka" for the year 2012 & 2013 by the Banker Magazine of UK. In 2012 HNB became the first Sri Lankan bank to obtain an international credit rating and was assigned a foreign currency issuer rating of B1 on par with the sovereign rating by Moody's Investors Service, while it has a national long term rating of AA-(lka) by Fitch Ratings (Lanka) Ltd
Valid Until: Dec 10, 2015
Categorized Under:
Banking Jobs / Customer Service Jobs / Top Management Jobs