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 behavior, 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, analyze 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 e.t.c
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 knowlede
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 / administrationa
