Canadia BankHead Office, Phnom PenhActive opening

Canadia Bank

Manager, Service Quality Assurance

Banking/FinancePosted 1 d ago

Location

Head Office, Phnom Penh

Job Type

FULLTIME

Experience

5+ Years

Level

Lead

Work Mode

On-site

Industry

Banking/Finance

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About the role

Responsible for leading and improving customer service quality across all branch nets to ensure excellent customer experiences and consistent service standards.
This role works closely with Branch Managers and related departments to monitor service performance, reduce customer waiting times, handle customer complaints, improve service processes, implement customer experience standards and training programs, coach branches, strengthen customer service culture, promote best practices, and ensure all branches deliver professional, courteous, and customer-focused services aligned with the Bank's objectives.
Works closely with branch managers and concerning departments to achieve service quality objectives by contributing customer experience information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality, and customer experience standards, resolving problems, identifying customer experience trends, determining products, services, and system improvements, and implementing changes.
Ensure all branches manage and reduce waiting and servicing times for customers effectively.
Ensure all branch nets communicate courteously with customers by telephone, email, letter, face-to-face, and other communication methods.
Develop up-to-date customer experience procedures, policies, and standards.
Determine customer experience requirements by maintaining contact with customers, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices, analyzing information and applications, and reporting to DBMD, Head of Branch Development, and Regional Head, Province West Region.
Improve service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
Achieve referral targets by proactively probing for customer needs and actively referring sales opportunities to the branches.
Set challenging referral targets for branches with the superior and come up with strategies to achieve these targets.
Keep oneself and branches up-to-date with banks' product ranges to maintain superior product knowledge.
Ensure all branches provide superior customer experiences to our valuable customers.
Ensure all branches provide outstanding and consistent advice and service that will make our customers come back by using the recommended five service manners at all times.
Proactively work closely with branch nets and concerning departments to identify and address areas of customer dissatisfaction, following up and resolving any customer complaints within discretion or referring appropriately.
Accept customer complaints as an opportunity to learn, and take responsibility for their resolution.
Build and lead all branches in which every member is proud to be part of the bank, passionate about customers, and eager to make the bank succeed.
Provide leadership and direction to the branches and empower them to achieve their best capability by developing and maintaining an open, honest, and satisfying team environment.
Take time to coach identified poor-performing branches of customer experiences.
Give honest and direct feedback on what is going well and where improvement is possible.
Develop and implement development and training plans for identified branches.
Build a strong relationship with all branch managers and heads of departments in the head office.
Ensure sharing of "best practices" ideas and share with the branches what is best in meeting our customers' needs and exceeding their expectations.
Provide regular refresher training courses on customer service excellence.
May perform tasks as assigned.

Requirements

Bachelor's Degree in Banking and Finance, Marketing, or relevant fields.
Minimum 5 years of proven experience with customer service quality assurance and management.

Required Skills

customer service quality assurancecustomer service managementBanking and FinanceMarketing

Schedule & Flexibility

Schedule:standard

About Canadia Bank

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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

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Manager, Service Quality Assurance

About the role

Requirements

Required Skills

Schedule & Flexibility

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