Supervisor/ Retail Banking- Customer Experience Management (Kuwaiti Nationals Only)

Job Purpose:

To supervise the proper implementation of service quality standards and policies on the Bank’s activities and reporting and resolving any service related problems quickly and completely.

Operational Duties:

1. Monitoring application and practices of service quality standards day to day Bank transactions.
2. Implement auditing and testing of service quality standards, policy and guidelines.
3. Implement periodic reports to communicate service quality issues/problems and quality activities. 
4. Assist in the preventive actions appropriate for quality issues.
5. Maintaining the Bank service quality records, files and documentation.
6. Monitoring on daily basis work performed to identify any variances related to service quality standards.
7. Perform periodic testing of service quality standards to identify quality gaps.
8. Ensure the Bank service quality manuals are up to date.
9. Assist in the periodic examination of the Bank service quality standards.

Key Behavioral Competencies:

·         Communication.

·         Organizational & Environmental Awareness.

·         Initiative.

·         Planning and Organizing.