Responsibilities:
Establishing Service Quality Standards:
- Develop and implement robust service quality standards in alignment with industry best practices and regulatory requirements.
- Define key performance indicators (KPIs) and service level agreements (SLAs) to measure and maintain service excellence across all customer touchpoints.
Continuous Improvement Initiatives:
- Lead continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Analyse customer feedback, service metrics, and market trends to identify opportunities for optimization and innovation.
Quality Assurance Processes:
- Design and oversee comprehensive quality assurance processes to evaluate the effectiveness and compliance of service delivery operations.
- Conduct regular audits and reviews to ensure adherence to quality standards and regulatory requirements.
Team Leadership and Development:
- Lead and mentor a team of service quality analysts, fostering a culture of excellence, collaboration, and continuous learning.
- Provide coaching, feedback, and professional development opportunities to enhance the skills and performance of team members.
Cross-Functional Collaboration:
- Collaborate closely with cross-functional teams, including customer support, product development, and compliance, to drive service quality initiatives and resolve customer issues.
Requirements:
- Bachelor’s degree in business administration, finance, or a related field. Advanced degree or professional certifications (e.g., Six Sigma, Lean, Certified Quality Manager) are a plus.
- Proven experience in a service quality management role within the fintech or financial services industry, with a strong understanding of industry dynamics, products, and regulatory requirements.
- Exceptional analytical skills with the ability to interpret data, extract insights, and drive data-driven decision-making processes.
- Excellent communication, leadership, and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
- Demonstrated track record of driving continuous improvement initiatives, enhancing service quality, and delivering exceptional customer experiences.
- Familiarity with customer relationship management (CRM) systems and quality management software tools is preferred.
