Unit Head Service Quality

**Create the future with Affin! ​​You too can make a difference.** ================================================================== _We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference._ **Key Responsibilities:** **1\. Team Management** ----------------------- * Lead, motivate, and guide the Service Quality team to achieve unit's KPIs and uphold high-quality standards. * Conduct regular team meetings to discuss performance results, areas of improvement, and key initiatives. * Foster a culture of collaboration, accountability, and continuous learning within the team. **2\. Customer Experience Alignment** ------------------------------------- * Ensure service delivery aligns with the Bank’s Customer Experience (CX) vision and strategic goals. * Champion the C.A.R.E.S. values in all customer interactions and service protocols. **3\. Service Quality Monitoring & Assessment** ----------------------------------------------- * Conduct branch visits, oversee periodic audits and mystery shopping activities to monitor service delivery and evaluate service standards across branches, contact centres, and digital touchpoints. * Ensure objective, consistent scoring of frontliner interactions and timely communication of findings. * Identify performance trends and systemic gaps impacting customer experience. **4\. Coaching & Development** ------------------------------ * Provide constructive feedback and one-on-one coaching to frontliners based on quality evaluation outcomes. * Partner with Learning & Development to design and deliver training sessions focusing on service excellence, communication, and complaint handling. * Drive a structured Service Coaching Program to embed consistent service behaviour across all channels. **5\. Customer Feedback & Voice-of-Customer (VoC) Integration** * Cross-collaboration with internal teams to analyse feedback from various channels (surveys, complaints, social media, etc.) to identify service pain points. * Translate customer insights into actionable improvement initiatives and recommend service recovery plans. * Track and monitor post-implementation impact on customer satisfaction metrics. **6\. Recognition & Engagement** * Design and manage rewards and recognition programs to celebrate outstanding service performance. * Promote internal storytelling and best practice sharing to strengthen the bank-wide culture of customer centricity. **7\. Reporting & Analytics** * Prepare periodic reports on service quality performance, customer satisfaction, and compliance with C.A.R.E.S. standards. * Present insights and recommendations to senior management to support decision-making and resource prioritisation. **8\. Continuous Improvement** * Champion service innovation projects aimed at enhancing customer journeys across channels. * Partner with process owners to streamline branch operations, reduce service friction, and promote digital adoption. **9\. Change Management & Readiness** ------------------------------------- * Promote change management across channels to introduce new ways of working. * Support internal readiness to ensure teams are equipped to meet evolving customer needs.