VP/Dir - Head of Service Transformation

The employer is a fast growing bank which has garnered strong industry accolades. This is an exciting leadership role where you will be responsible for the bank’s service excellence strategy and driving its transformation journey. Managing a team, you will develop the service excellence strategy and roadmap, and drive the implementation of global best practices through robust frameworks, policies, processes, data analytics and service culture transformation. You will work with customer experience research on customer experience design (including processes, complaints management and customer journeys), as well as with branches, the contact centre, corporate communications and human resources on ensuring consistent delivery of the strategy. You are degree qualified with a demonstrated track record in service excellence leadership roles gained in companies (financial services or commerce) with strong reputation for delivering excellent customer experience. You have experience covering both physical and digital channels, as well as in using data analytics. You are innovative, results driven and passionate about keeping abreast of developments especially in the digital space. You possess strong leadership, presentation and influencing skills, and is a strategic yet hands on manager.