Roles/Duties & Responsibilities

• To develop programs and processes that promote continuous improvements to productivity, quality, and customer satisfaction for all our products
• Explore customer segments and behaviour, both locally and internationally, to identify and understand different groupings and initiate research projects to support strategic initiatives.
• Develop and drive the value propositions for each customer segment.
• Develop and implement appropriate systems and procedures to identify, prioritize and drive corrective actions for customer quality systems/procedures to the appropriate individuals within the company and assure that appropriate actions are taken
• Develop a comprehensive quality system that covers all aspects of Quality management for design, development, supplier, internal and field quality issues.
• Carry out market intelligence surveys, analyse competitor trends, product market shares and product critical information
• Evaluate the effectiveness of quality programs and will recommend methods to increase quality standards and customer satisfaction
• Articulate and develop of winning service initiatives that enhance the customer’s experience bank wide like monthly publications, messages on birthdays & anniversaries etc.
• Create Wow experience initiatives across the network regularly to complement the banks’ products and service in delivering consistent, high quality customer experience
• Perform other duties as assigned by DMD

Skills & Qualifications

• A good first degree in any discipline. Relevant masters degree and professional qualification will be an added advantage
• Minimum of 7 year's related experience in quality control, quality assurance and Total Quality Management; at least 4 years’ experience in a Bank/Financial Institution
• Excellent customer relationship development/management
• Quality Management
• Service quality Management
• Business process skills
• Good negotiation, problem-solving and conflict resolution
• Good Oral & Written communication
• Creative and innovative
• Presentation Skills
• Ability to manage multiple tasks
• Telephone Etiquette
• Superior product knowledge
• Database Management
• Generic Skills: Initiative, Analytical Skills, Problem solving, Self-Management / Organizational skills, Interpersonal Skills & TQM
• Supervisory Skills: Leadership / Supervisory, Team building / conflict management, Organization & coordination, General managerial / administration