Officer-Associate Manager, Quality Assurance, Customer Experience Department

Strongly results-oriented with a focus on achieving departmental targets and objectives.

Excellent problem-solving and analytical skills with the ability to assess issues and take appropriate corrective actions.

Strong interpersonal, customer relationship, and stakeholder management skills.

Clear, concise, and effective communication abilities.

Strong negotiation skills with customers and internal and external stakeholders.

Effective team player with the ability to collaborate toward achieving departmental goals.

Ability to remain calm, adaptable, and productive while working under pressure and handling stressful situations.

Enhance overall service quality by streamlining operational processes, promptly identifying and resolving service-related issues, establishing reliable performance indicators, and evaluating customer satisfaction and service outcomes.

Assess development needs across branches and support offices and establish practical Service Level Agreements (SLAs) based on industry standards, market opportunities, and organisational capabilities and limitations.

Review competitors’ practices and analyse current market demands through proper due diligence while ensuring full regulatory and organisational compliance.

Develop and maintain positive, proactive relationships with branch and support office teams to promote a strong culture of service excellence.

Conduct regular branch visits, collect and analyse feedback, and develop actionable plans to improve service quality and operational performance.

Identify areas for improvement at branch and individual employee levels and align development initiatives with organisational requirements.

Provide counselling, guidance, and performance support to underperforming employees to help them meet City Bank’s established service standards.

Recommend innovative ideas and practical solutions for improving service delivery and operational processes across branches and support offices, covering both technical and non-technical areas.

Organise monthly online assessments for branches and relevant teams, including Branch Managers/Center Managers, BOM, Operations, Call Center, Student Banking, and Cards, along with preparing performance reports.

Deliver service excellence training to newly recruited Service Ambassadors and interns and maintain regular coordination with them throughout the year to monitor assigned activities and responsibilities.

Coordinate with relevant stakeholders regarding Risk Control Self-Assessment (RCSA) and Key Risk Indicators (KRI) to support effective risk management and compliance.