About the Role
The role holder is responsible for supporting the Head of Service Culture in the implementation and monitoring of service culture initiatives. This position focuses on operationalizing programs, tracking performance, and engaging employees to ensure the adoption of customer-first behaviors across the organization.
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Key Responsibilities:
- Program Implementation:
- Support the execution of service culture initiatives, ensuring alignment with the overall strategy.
- Assist in the rollout of training programs, communication campaigns, and engagement activities to promote service excellence.
- Coordinate with cross-functional teams to ensure seamless delivery of programs.
- Monitoring and Reporting:
- Track the adoption of service culture initiatives, collecting data on employee engagement and customer feedback.
- Prepare reports and dashboards to monitor the performance and impact of service culture programs.
- Identify and escalate areas for improvement to the Head of Service Culture.
- Employee Engagement Support:
- Act as a point of contact for employees regarding service culture programs, addressing questions and providing guidance.
- Coordinate recognition programs and events that celebrate service excellence across the organization.
- Gather feedback from employees to enhance the effectiveness of service culture initiatives.
- Training and Development:
- Assist in the development and delivery of training materials, workshops, and e-learning modules.
- Support the facilitation of training sessions and ensure employees understand service culture expectations.
- Collaboration and Communication:
- Partner with HR, marketing, and frontline teams to execute service culture initiatives effectively.
- Ensure clear and consistent communication of service culture programs, values, and goals across the organization.
- Process Improvement:
- Identify opportunities to enhance the efficiency and impact of service culture initiatives.
- Contribute to the development of new tools, resources, and methodologies to promote a customer-first mindset.
Key Accountabilities:
- Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, vision, mission, and corporate objectives.
- Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.
- Provide subject matter expertise for the assigned domain and counsel to leadership on areas to facilitate the achievement of both strategy and functional strategies.
- Lead key business processes, e.g., rethinking/redesigning key customer processes, addressing priority customer pain points highlighted through feedback, or other key transformation initiatives.
- Develop a roadmap for comprehensive redesign of acquisition and service processes.
- Manage the full life cycle of project management including planning, execution, and handovers.
Leadership:
- Manage the effective achievement of functional objectives through leadership and by setting individual objectives, managing performance, and developing and motivating the team to maximize performance.
- Lead talent development initiatives for the assigned function, collaborating with discipline experts to ensure the availability of talent that fits business requirements.
- Act as a role model and drive adherence to organizational values and ethics among employees to ensure a value-driven culture within the bank.
- Lead a team and manage their work streams and plans towards execution of target milestones.
Change Management:
- Lead the management of change through continuous improvement of functional systems, processes, and practices, taking into account global standards and changes in the business environment.
- Proactively identify and provide solutions for any strategic delivery risks and issues.
- Define and maintain a list of initiatives and cascade transformation initiatives across the organization as required.
- Strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback.
- Deliver high-quality output in a timely manner by checking the progress of projects against timelines and quality parameters set by the Group.
- Ensure quality delivery by vendors as per guidelines in case of outsourced development & delivery areas.
- Ensure timely preparation of functional reports to meet requirements and standards.
- Package and present progress, next steps, and challenges regarding projects to management as needed.
- Ensure timely program reporting is in place and distributed to key stakeholders to drive informed decision-making around priorities.
- Leverage central function support teams to implement projects (IT, Ops, Credit, etc.).
Qualifications & Experience:
- Minimum Qualification: TBD
- Minimum Experience: TBD
Benefits:
- Competitive salary and performance-based incentives.
- Comprehensive learning and development initiatives.
- Opportunities for career advancement and skill development.
- Supportive and inclusive work environment that values teamwork and collaboration.
