Service Quality Officer

• Monitor and control service quality of Telling Area’s customer service standard, performance, compliance, and counter/infrastructure arrangement in order to ensure standardized and minimize of risks in counter operations by conducting branch spot check following internal guidelines and scope, coaching, briefing, etc. and preparing findings report.
• Monitor and control service quality at assigned ABA Branches to improve quality of counter operations and productivity of Telling Area by conducting branch visit as determined to: Examine infrastructure, environment and counter arrangement for risk mitigation and operations control, Figure out how Telling team promote and implement customer service, Focus on compliance between actual counter operations vs. established guidelines/procedures, Collect relevant and strong information for process improvement or revision, Guide/coach relevant employees for better and accurate implementation, Prepare analytical report for further discussion; Review teller’s performance once critical issue or none compliance proceeding is found following below actions: Identify issues related to counter operations, Find out the root cause of occurring issues and ineffective operations, Prepare a performance report for further action; Communicate, reinforce and ensure implementation of new/revised/established instruction or guideline to ensure better understanding and execution from Telling Area team: Examine collected information to develop a better method for Customer Service enhancement, Create an efficient guideline to reinforce Customer Service Standard, to achieve and maintain maximum efficiency, service quality and customer satisfaction; Take part in mechanisms to identify issues or improve the process as the followings: Request and deliberate a proper counter arrangement, standard, infrastructure as well as environment, Come up with concept to improve the counter operations, Associate with new procedure/process development, Help to reduce duplication, manual tasks and labour intensiveness to provide lower cost and faster service; Monitor employee performance on a regular basis in order to timely take proper action to improve their performance through coaching, training as well as help resolve their challenges; Conduct pre-check and post-check on new branch opening/special shift launching in terms of qualified Telling Area team, adequate materials, and counter infrastructure to ensure readiness for operations and superior customer services; Provide coaching, briefing, or replacement for necessary cases in order to improve assigned branch’s counter operations; Keep track of daily report and escalate critical issues to management for a timely and proper solution; Act as a role model within the team to question, listen and give actionable feedback carefully to create a productive atmosphere towards “speak-up culture”; Handle tasks assigned by Line Manager.

Bachelor’s degree in finance and banking, accounting, education or any relevant field; Minimum two to three years of ing experiences in banking and financial services industry with a strong track record related to telling area, training of telling area, customer services or relevant field; Excellent understanding and hand-on experiences of Telling Area policies, procedures, and techniques; Excellent knowledge of the bank branch operations, rules and regulations, laws, and risk management; Knowledge of quality management and performance management (preferred); Excellent reporting and presentation skills; Ability to use and communicate in both Khmer and English; Proficient Microsoft Office and Bank’s software; Good team leadership, management, problem-solving, negotiation, and interal skill; Strong dedication to accuracy and efficiency.