Job Description

The Service Excellence Specialist (SES) plays a critical role in driving operational excellence and enhancing customer experience across wholesale banking services. This role involves close collaboration with internal stakeholders to identify service gaps, streamline processes, and implement best practices that align with the bank’s commitment to delivering superior service quality.
1. Service Delivery & Client Experience
Monitor and enhance service delivery standards across wholesale banking operations.
Ensure timely resolution of client issues and service requests with a focus on quality and responsiveness.
Act as a liaison between internal teams and clients to ensure seamless service execution.
2. Process Improvement & Operational Monitor and evaluate service delivery standards across wholesale banking operations to ensure consistent customer experience.
Identify process improvement opportunities and work with cross-functional teams to implement service enhancements.
Act as a liaison between business units and service teams to resolve escalations and ensure timely issue resolution.
Analyze customer feedback and service metrics to generate actionable insights and drive continuous improvement.
Support the implementation of service excellence frameworks and tools across CIIB functions.
Conduct training and awareness sessions to promote a culture of service excellence within the organization.
Collaborate with technology and operations teams to automate and digitize service processes for improved efficiency.
Ensure compliance with internal policies, regulatory guidelines, and service quality standards.