| Manager Customers Experience | |
| Bank Dhofar Oman Ref: HP787-40 |
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The RoleThe Role Assist in designing procedures to test existing Customer Services level to identify areas for enhancement. Recommend changes to existing customer services to improve specifications and performance. Design, develop and implement new services to improve the banks offerings. Liaise with Retail Business units to commission the designing, recommendation, development and implementation of quality customer services. Provide expert advice and assistance on technical issues relating to the modification of customer services. Conduct customer visits in each region/branch to meet the customers and find out the quality of service and assure them support and also solicit their support for business growth. Support branches in retaining the existing clients and ensure maintaining excellent relations with the existing and prospective customers to generate referrals as well as build avenues for additional business. Conduct mystery survey regularly to assess the quality of customer service and initiate corrective steps, wherever necessary. Conduct regular surveys of customer satisfaction to identify the scope for improvements in services quality and delivery. Conduct regular mystery shopping exercises to ensure that branches maintain an awareness of developments in customer services, report the result to Retail Management. In on-going bases and with coordination with Training Department, conduct training to retail staff to leverage the awareness of developments in retail customer services. Create a benchmark to customer services and constantly monitor them based on the predefined benchmark. Monitor the customer services performance of competitors to ensure that the bank maintains and develops its competitive position. Monitor alternate distribution networks to ensure ready availability of the products/services at all time. Work with regional managers for, service level goal setting, compensation and training. Training, Development, Motivation, Guiding and Attrition control of teams to accomplish set revenues and business targets. |
RequirementsRequirements Bachelors degree in business administration, MBA desired. 7+ years professional experience in the Banking Retail with a commercial emphasis Demonstrated ability to translate customer needs into business and ability to adapt in a flexible and fast-paced environment. Highly effective communicator with excellent collaborative interpersonal skills; articulate & concise in written and verbal communications Strong coaching, mentoring and people development skills Demonstrates ability to improve customer satisfaction and drive customer loyalty Demonstrates business acumen with strong strategic and analytical skills |
About the CompanyAbout the CompanyEstablished on January 1 1990, Bank Dhofar is an Omani commercial bank wholly owned and managed by Omanis. With successive years of constantly setting new standards in banking, BD has attained an impressively expanding network of 50 operational branches and 89 ATMs. Through an international network linked by advanced technology, BD provides a comprehensive range of financial services that encompass personal financial services; commercial banking; corporate, investment banking and markets; private banking; and other activities. Its Board of Directors & Management Team consists of eminent professionals like accountants, management experts, economists, businesspersons, etc. The Bank has strengths in both retail and corporate banking and is committed to adopting the best industry practices internationally in order to achieve excellence. |
This Position is closed or expired
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