Head of Service Quality & Client Experience
Job Description
Title: Head of Service Quality & Client Experience
Company Name: A Reputed Private Commercial Bank
Vacancy: --
Location: Dhaka
Minimum Salary: Negotiable
Experience:
∎ At least 6 years
Published: 17 May 2025
Education:
∎ Master's in any discipline from reputed university with no third division in academic records.
∎ Educational Requirements:
Requirements:
Additional Requirements:
∎ Minimum 6 (six) years of working experience in commercial Bank/ NBFI in relevant field.
∎ Proven track record of leading service quality or customer experience teams.
∎ Strong understanding of customer behavior, satisfaction drivers, and service metrics.
∎ Analytical mindset with strong problem-solving abilities.
∎ Familiarity with regulatory standards related to customer service in banking.
∎ Good communication skill in English.
∎ Experience Requirements:
∎
∎ Knowledge, Competencies and Skills:
Responsibilities & Context:
∎ Lead and oversee bank-wide service quality initiatives, campaigns, and programs to promote a
∎ client-focused culture.
∎ Monitor and enhance customer service standards across all branches.
∎ Conduct regular service audits, mystery surveys, inspections, and focus group discussions to identify areas of improvement.
∎ Develop and implement service improvement plans based on audit findings and customer feedback.
∎ Analyze customer feedback and complaints to drive service excellence and ensure timely resolution.
∎ Coordinate with internal divisions/departments to resolve customer issues efficiently and effectively.
∎ Develop strategies and action plans to enhance overall customer satisfaction.
∎ Monitor service quality metrics, prepare detailed reports, and present findings to senior management.
∎ Train and coach division, branch and frontline staff on customer service excellence and best practices.
∎ Collaborate with learning and development teams to design and implement service-related training programs.
∎ Continuously assess and enhance customer service processes to meet evolving client needs and regulatory standards.
∎ Position: Head of Service Quality & Client Experience
∎ Job Grade: Senior Principal Officer to Senior Vice President
∎
∎ Key Job Responsibilities:
Employment Status: Full Time
Job Location: Dhaka
Read Before Apply: Interested candidates are requested to apply by May 31, 2025.
No hard copy of application will be accepted.
Company Information:
∎ A Reputed Private Commercial Bank
Application Deadline: 31 May 2025
Category: Bank/Non-Bank Fin. Institution
