Junior Executive (Specialist) - Service & Quality Assurance

 

Junior Executive (Specialist) - Service & Quality Assurance

Service Excellence & Transformation

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Requirements

• Minimum of 6 years of experience in the banking or financial services sector, with a focus on service management, quality assurance, or customer experience (advantageous).
• Friendly and approachable demeanor with strong rapport-building skills at all levels.
• Self-starter capable of independently managing multiple tasks and priorities effectively.
• Passion for delivering outstanding customer service and a commitment to enhancing customer experiences.
• Strong skills in report writing, data analysis, and problem-solving, with the ability to provide clear recommendations for improvement.
• Excellent communication and presentation skills, with the ability to engage with staff at all levels.
• Willingness to travel extensively, including occasional overnight stays, to conduct audits and training at branches nationwide.
• Fluency in Sinhala and English is required; proficiency in Tamil is a distinct advantage.
• Passion for customer service and a proactive, positive approach to driving service improvements.

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Key Responsibilities

• Conduct regular branch visits to assess service standards, audits, and compliance with service expectations.
• Submit detailed reports, highlighting key findings and areas for improvement, while collaborating with branches to implement corrective measures.
• Conduct both internal and external customer satisfaction surveys, analyze data, and provide insights for enhancing the customer experience.
• Oversee and coordinate service, process, and product-related training initiatives based on identified requirements.
• Work with training teams to ensure staff is equipped to deliver exceptional service.
• Partner with the Contact Center and Transformation Team to ensure consistent service delivery across all channels.
• Build and maintain strong relationships with branch networks, support units, and key stakeholders to foster a culture of service excellence.

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How to Apply

Send your CV to careers@dfccbank.com or submit an online application via the DFCC Bank website. Download the form at www.dfcc.lk/careers, with the subject line "Junior Executive Application."

Application Deadline: 10 October 2024

Chief Human Resources Officer,
DFCC Bank PLC, 73/5, Galle Road, Colombo 03