Head of Service Quality Assurance

Job description

Role Purpose:
* Executing Customer Excellence Group strategy of being best bank in service in the UAE by managing the Quality Assurance function across the group and subsidiaries

Key Accountabilities of the role
* Design and implement Service Quality frameworks, policies and procedures to ensure proper and comprehensive implementation of Quality Assurance across the group and subsidiaries
* Create Service Quality measures in line with best practices and covering all group businesses including subsidiaries
* Create Service Quality Dashboard to be shared with Group Heads on monthly basis; and to create an Executive Dashboard for the attention of GCEO and Board of Directors
* Centralize the entire function of Service Quality under Customer Excellence Group, covering all the group and subsidiaries
* Defining best Quality Assurance approach that fits each business nature (Call backs, call listening, site visits, documentation review, sampling techniques. etc.)
* Ensure proper implementation of QA frameworks and procedures across the group
* Conducting Thematic reviews on Quarterly basis and to plan those reviews in coordination with Conduct Risk Unit
* Ensuring adequate capacity in place to produce quality output during monitoring and reviews
* Always ensure Transparency and consistency of measures in all products and services provided

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:
* Statistical Quality Assurance Techniques
* Customer centric mentality
* Analytical thinking
* Excellent in MS office (Excel, PowerPoint, word)
* Very good command in Arabic and English Languages
* Good convincing skills
* Excellent presentational skills
* Good managerial skills to manage a team of 25 employee

Previous Experience:
* Minimum 15 years of experience in customer service and service excellence
* Head of Quality Assurance function is a must
* Banking experience is a plus