Customer Experience Enhancement Job
Job Details
Job Details:
- Job Title:
Customer Experience Enhancement
- Category:
Telecom/Communication Jobs
- Industry:
Banking
- Job Type:
Full time
- Job Location:
Masqat , Oman
- Minimum Education:
MBA-Masters in Business Administration
- Career Level:
Experienced
- Minimum Experience:
6 to 7 years
- Posted Date:
2008-04-25
Job Description:
| Webecome.com (s) Pte Ltd |
| WeBecome is an Executive Search and Recruitment services company. We are looking for a Customer Experience Enhancement” to join our Banking Sector Client in Muscat, Oman |
| Job Details |
 | |
| Position | CUSTOMER EXPERIENCE ENHANCEMENT |
| Industry Type | Banking / Financial Services / Broking |
| Functional Area | Customer Service / Telecalling |
| Employment Type | Employee |
| Employment Status | Full time |
| Level of Job | Senior Management (AVP , VP , GM) |
| Location of Job | Muscat - Oman |
| Job Description/ Responsibilities | Experience & Qualifications Required Demonstrable experience and success in the following areas • Minimum of 5 years senior management experience in Customer Service, including the following: o Strategic and Operational Planning for a centralised Customer Service function. o Management of a broad Customer Service function, covering all Customer Service activities, across an organisation. Must include national or geographically diverse operations. o Building and implementing Customer Service programs - including internal monitoring and reward systems; and customer satisfaction/engagement surveys and reward/loyalty systems. • Proven capacity to deliver improvements within a matrix style organisation. • Active participation in senior executive Committees as a Customer Service technical specialist. • Change Management including the ‘hands on’ application of methodologies to achieve outcomes. • People motivation and development including career and succession planning. • Minimum of 7 - 10 years services sector experience, which could include financial services, hospitality, telecommunications, or retail environments. • Tertiary Qualifications - either business or people related. • Membership of and participation in appropriate professional organisations and/or networks. Essential Knowledge, Skills & Attitudes • Demonstrate advanced and specialist technical knowledge in one or more Customer Service fields. • Identify the Customer Service needs of the business - regular liaison with line managers. • Identify the needs and expectations of customers - Customer surveys and other research. • Service these needs through the design and implementation of appropriate Customer Service initiatives and services, including learning and development and organisational culture development activities across the Bank’s operations. • Collaborate with and influence seniors, peers and operational staff to achieve improved business outcomes. • Demonstrate a positive, practical and outcomes focussed approach to problem solving activities. • Demonstrate influencing, facilitation and negotiation skills - at senior management and operational levels. • Demonstrate effective program/project management skills, from scoping to implementation and review. • Ensure that all staff communications contain clear, consistent messages. • Provide corporate reporting information which includes commercial and process improvement information. • Provide organisational change advice to and the leadership of critical Customer Service projects. • Actively maintain an advanced and up-to-date knowledge of developments in customer service thinking, strategy, systems, and approaches - including correspondence, study and/or networks. • Use technology in the workplace. • Develop and monitor policy and procedures. • Work with specialist and outsourced services. • Create and manage a budget. • Supervise work within a financial services context. • Work with the HR Department on recruitment, training and reward practices to ensure that individual and team key skills/capability requirements are met. • Provide coaching and mentoring to peers and staff in the workplace. Role • Introduce initiatives [programs and processes] which deliver increases in Customer Satisfaction – based on agreed measures. • Oversee the development and implementation of Customer Service measurement, monitoring and reward systems - internal and external. • Provide specific advice and assistance to the management group to deliver improved Customer experience enhancement. This will include: influencing and educating senior managers; ensuring the effective delivery of appropriate tools and systems at all levels; providing direct leadership and action planning at key points across the branch network. • Translate Customer Experience Enhancement strategy into effective actions/action plans. • Provide guidance and assistance with process review and redesign activities to support the delivery of improved Customer Service. • Provide regular reporting to senior management and operational managers on the progress and effectiveness of Customer Experience Enhancement initiatives and activities. • Create and manage effective Customer Service communication and education processes across the Bank. • Demonstrate strong and effective programme management and delivery skills for all aspects of the agreed Customer Experience Enhancement activities across the Bank. |
| Candidate Requirement |
| |
| Profile | Experience & Qualifications Required Demonstrable experience and success in the following areas • Minimum of 5 years senior management experience in Customer Service, including the following: o Strategic and Operational Planning for a centralised Customer Service function. o Management of a broad Customer Service function, covering all Customer Service activities, across an organisation. Must include national or geographically diverse operations. o Building and implementing Customer Service programs - including internal monitoring and reward systems; and customer satisfaction/engagement surveys and reward/loyalty systems. • Proven capacity to deliver improvements within a matrix style organisation. • Active participation in senior executive Committees as a Customer Service technical specialist. • Change Management including the ‘hands on’ application of methodologies to achieve outcomes. • People motivation and development including career and succession planning. • Minimum of 7 - 10 years services sector experience, which could include financial services, hospitality, telecommunications, or retail environments. • Tertiary Qualifications - either business or people related. • Membership of and participation in appropriate professional organisations and/or networks |
| Experience | 5 - 15 years |
| Education | PG - MBA/PG Diploma in Business Mgmt |
| Location | Oman, United Arab Emirates, Singapore |
| Nationality | Any Nationality |
| Gender | Any |
| Contact Details |
| |
| Reference Code | CEE |
| Name | Manoj Cherian - Resource Executive |
| services@webecome.com | |
| Contact Number | LandLine : +65.64923738 |
| Website | http://www.webecome.com |
Skills Required
Company Information :
- Company Name: Bayrozgar
- Description:
One of the biggest job website of Lahore