Service Assurance Lead

About the Department

Personal Financial Services: We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

Overview of the Role

To ensure consistent and high-quality customer service across all banking channels by leading process reengineering initiatives and managing the complaint monitoring framework. The role is pivotal in identifying service gaps, driving operational improvements, and enhancing customer satisfaction in alignment with regulatory standards and strategic goals.

Job Responsibilities

1. Process Reengineering & Service Optimization

• Lead diagnostic reviews of customer journeys across retail banking products (e.g., account opening, loans, cards, digital onboarding).
• Identify bottlenecks and inefficiencies in service delivery and propose reengineering solutions.
• Collaborate with Operations, Compliance, IT, and Product teams to implement streamlined, customer-centric processes.
• Support automation and digitization efforts to enhance operational scalability and reduce manual errors.

2. Complaint Monitoring & Customer Experience

• Own the end-to-end complaint management process, ensuring timely resolution and regulatory compliance (e.g., SBV guidelines).
• Analyze complaint data across channels (branches, contact center, digital) to identify trends and root causes.
• Work with frontline teams to improve first-contact resolution and reduce repeat complaints.
• Develop and maintain dashboards to monitor complaint volumes, resolution times, and customer satisfaction scores
• Provide insights to product and service teams to inform enhancements and prevent future complaints.

3. Service Assurance & Governance

• Define and enforce service quality standards across all customer touchpoints.
• Conduct regular service check, mystery shopping to assess compliance and service consistency.
• Monitor SLAs and KPIs related to service delivery and customer experience.
• Prepare monthly and quarterly reports for senior management.

4. Stakeholder Engagement & Change Management

• Act as a service excellence ambassador, promoting a customer-first mindset across the organization.
• Facilitate workshops and cadences to build service assurance capabilities within teams.
• Engage with all relevant stakeholders within PFS and supporting functions for achieving strategic goals.

Job Requirements

• Minimum 5-8 years of experience in banking operations, customer experience, or service assurance roles.
• Strong understanding of retail banking products, processes, and regulatory requirements.
• Proficient in data analysis, complaint management systems, and process mapping tools.
• Excellent communication, stakeholder management, and problem-solving skills.