Job Description

The role holder is responsible for supporting the Head of Service Culture in the implementation and monitoring of service culture initiatives. The position focuses on operationalizing programs, tracking performance, and engaging employees to ensure the adoption of customer-first behaviors across the organization.

Key Responsibilities:

1. Program Implementation:

• Support the execution of service culture initiatives, ensuring alignment with the overall strategy.

• Assist in the rollout of training programs, communication campaigns, and engagement activities to promote service excellence.

• Coordinate with cross-functional teams to ensure seamless delivery of programs.

2. Monitoring and Reporting:

• Track the adoption of service culture initiatives, collecting data on employee engagement and customer feedback.

• Prepare reports and dashboards to monitor the performance and impact of service culture programs.

• Identify and escalate areas for improvement to the Head of Service Culture.

3. Employee Engagement Support:

• Act as a point of contact for employees regarding service culture programs, addressing questions and providing guidance.

• Coordinate recognition programs and events that celebrate service excellence across the organization.

• Gather feedback from employees to enhance the effectiveness of service culture initiatives.

4. Training and Development:

• Assist in the development and delivery of training materials, workshops, and e-learning modules.

• Support the facilitation of training sessions and ensure employees understand service culture expectations.

5. Collaboration and Communication:

   Partner with HR, marketing, and frontline teams to execute service culture initiatives effectively.

   Ensure clear and consistent communication of service culture programs, values, and goals across the organization.

   6 Process Improvement:

   Identify opportunities to enhance the efficiency and impact of service culture initiatives.

   Contribute to the development of new tools, resources, and methodologies to promote a customer-first mindset.

KEY ACCOUNTABILITIES:

Strategy Development and Implementation

• Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.

• Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.

• Ensure the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.

• Leads key Business process, e.g. rethinking/ redesigning of key customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives

• Develops a roadmap for comprehensive redesign of acquisition and service processes

• Manages the full life cycle of project management including planning, execution and handovers

Leadership

• Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximise performance.

• Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.

• Act as a role model and drive adherence to organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.

• Lead a team and manage their work streams and work plans towards execution of target milestones

Change Management:

• Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.

• Proactively identifies and provides solutions for any strategic delivery risks and issues

• Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required

• Articulates and strategize transformation initiatives into an actionable roadmap across Businesses highlighted through customer feedback , or other key transformation initiatives

• Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group

• Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

• Reporting

• Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.

• Package and present progress, next steps and challenges regarding projects to the management as and when required

• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities

• Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)

• Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

• Proactively identifies and provides solutions for any strategic delivery risks and issues

• Accurate And Timely Preparation Of Performance Reports And Dashboards.

• Efficient Coordination And Execution Of Service Culture Programs And Events.

• Increased Employee Participation And Engagement In Service Culture Initiatives.

QUALIFICATIONS & EXPERIENCE:

Minimum Qualification

• TBD

Minimum Experience

• TBD