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Canadia BankHead Office, Phnom PenhActive opening
Canadia Bank

Senior Service Quality Officer

Banking/FinancePosted 1 d ago

Location

Head Office, Phnom Penh

Job Type

FULLTIME

Experience

2+ Years

Level

Senior

Work Mode

On-site

Industry

Banking/Finance

Languages

English

Apply Now

About the role

  • Supporting the Head of Branch Customer Experience in ensuring consistent service quality standards across all branches and customer touchpoints.
  • The role focuses on monitoring service delivery, identifying gaps in service quality, ensuring compliance with service standards and SOPs, analyzing customer feedback, and recommending improvements to enhance overall customer experience and operational effectiveness.
  • Monitor and assess branch service quality through mystery shopping results, customer feedback, and on-site observations.
  • Ensure branches comply with approved service standards, SOPs, and customer experience guidelines.
  • Identify service quality gaps and deviations and report findings to the Head of Branch Customer Experience.
  • Review and analyze customer complaints received through QR scans.
  • Track complaint trends and service issues to support preventive and corrective actions.
  • Coordinate with relevant departments and branches to ensure timely resolution and service improvement.
  • Recommend service quality improvements based on customer insights and service evaluations.
  • Support the development, review, and enhancement of service standards, guidelines, and SOPs.
  • Assist in implementing service improvement initiatives across branches.
  • Monitor key service quality based on customer satisfaction levels.
  • Support the Head of Branch Customer Experience in evaluating branch performance related to service quality.
  • Engage with branch managers and frontline staff to communicate service quality expectations and improvement findings.
  • Conduct branch visits to observe service delivery and provide constructive feedback.
  • Support training sessions and refresher programs on service quality standards, customer handling, and SOP compliance.
  • Provide coaching and guidance to staff based on observed service gaps and findings.
  • Support service quality-related projects, initiatives, and ad hoc assignments as directed by the head.
  • Collaborate with relevant teams to ensure alignment of service quality objectives.

Requirements

  • Bachelor's Degree in Banking and Finance, Marketing, or Relevant Fields.
  • At least 2 years of proven experience in a frontline role.
  • Be able to independently, i.e., take the lead on any initiative or innovative ideas for implementation.
  • Good in organizational, leadership, and time management skills.
  • Honesty, high commitment, and good team.
  • Good spoken and written English.
  • Good knowledge in Microsoft Office Word, Excel, and PowerPoint.

Required Skills

Banking and FinanceMarketingFrontline Role ExperienceInitiativeInnovationOrganizational SkillsLeadershipTime ManagementHonestyCommitmentTeamworkEnglishMicrosoft Office WordMicrosoft Office ExcelMicrosoft Office PowerPointMicrosoft OfficeWordExcelPowerPoint

Schedule & Flexibility

Schedule:standard

About Canadia Bank

Visit Website

Canadia Bank Plc. was established on 11th November 1991 as “Canadia Gold & Trust Corporation Ltd.”, joint-venture between Cambodian - Canadians and the National Bank of Cambodia (Central Bank of Cambodia). The bank’s management consisted of former staff of the National Bank of Cambodia and its Cambodian – Canadian shareholders. The main activities were based on gold transactions, gold plaque manufacturing and lending to local merchants. Since 1991, the bank has grown significantly and expanded operations, becoming the largest local bank in Cambodia. Banking with Canadia Bank means a relationship with us and our banking professionals. Dedicated service to our customers, we deliver best-in-class banking across Cambodia. Long-standing local experience, wide network of branches, and uncompromising focus on financial strength and reliability, Canadia Bank leads. With an eye for the future, we are building a universal financial services group. With an extensive range of products and services, Canadia Bank has the right solutions. With qualified and knowledgeable banking professionals, Canadia Bank is your best partner. Canadia Bank has one of the largest networks of branches and ATM machines throughout the country, with a presence in every province in Cambodia, making our services simple, convenient, and accessible. With a worldwide network of correspondent banking relationships and a solid base of local and international customers Canadia Bank holds commanding market shares in loans as well as deposits. Along with the new securities trading license, Canadia Bank offers a comprehensive range of products and services that meet our customers’ needs. With a strong and safe financial standing, and a disciplined approach to growth, the Bank stands on firm financial foundations, which ensures that our customers and confidence in their banking relationship with us. Today, Canadia Bank remains the safest bank in Cambodia. Canadia Bank’s customers and banking partners, local and global, are assured that the bank balances growth aspirations with a strong and stable balance sheet. Our Mission To Be the Best Partner to our customers and employees by leveraging on People, Technology, and Service Delivery. Our Vision To be the Trusted Bank of Choice in Cambodia. To bring our years of experience into constantly developing new and exciting products and services to better serve our customers. Core Values We flourish in an open atmosphere that celebrates the spirit of invention, progress, and change while embracing our CORE VALUES of Trust, Ownership, Performance-Driven, Innovation, and Customer Focus in everything that we do..

Employees

1001 to 5000

Industry

Banking/ Insurance/ Microfinance

City

Phnom Penh

More at Canadia Bank

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5 open

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Compliance Officer

Head Office, Phnom PenhFULLTIME

Senior Treasury Officer (Funding)

Head Office, Phnom PenhFULLTIME

Customer Relationship Officer

Multiple LocationsFULLTIME

Customer Service Officer

Multiple LocationsFULLTIME

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