Arab Bank has announced a job opening in service excellence (Service Excellence) for candidates with hands-on experience in banking service quality management and customer service, with a focus on analyzing performance and complaints and improving the level of service provided to customers.

Job responsibilities:

  • Ensuring the department's work plan is executed and its targets are met.

  • Monitoring adherence to the department's budget and supervising the performance of service excellence officers.

  • Reviewing the accuracy and validity of reports prepared by service excellence officers.

  • Carrying out service excellence activities in line with the country or regional work plan.

  • Analyzing mystery shopping (Mystery Shopping) results for call centers and branches, and proposing corrective actions.

  • Managing customer complaints received from various sources.

  • Analyzing customer complaint trends and identifying shortcomings and gaps in service levels.

  • Proposing solutions and remedial actions to improve the customer experience.

  • Assessing the quality of service provided by front-line staff against approved service standards.

  • Preparing training materials and delivering training programs to strengthen retail banking staff's knowledge of service standards.

  • Preparing training, coaching and mentoring schedules based on mystery shopping results, and documenting the outcomes.

  • Making regular branch visits in line with the country work plan to ensure service excellence initiatives and standards are applied.

  • Taking part in short- and long-term initiatives and projects related to service excellence.

  • Delivering service excellence initiatives on schedule, tracking their progress and reporting on results.

Job requirements and qualifications:

  • A university degree in business administration or a related field from a reputable university.

  • Between 4 and 6 years of work experience.

  • Fluency in English.

  • A Six Sigma certificate is a plus.

  • Excellent presentation skills.

  • Strong communication and interpersonal skills.

  • Ability to work in a team and a positive attitude.

  • Strong analytical skills.

Apply directly here:

Banky's view for applicants:

The vacancy is part of Arab Bank's efforts to enhance the quality of its banking services and improve the customer experience by developing staff performance, monitoring service standards and analyzing customer feedback and complaints.