• Application Deadline:
• Position: Service Culture Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Not specified


• Job Field Banking 
  

Job Description 

• Communicate outcomes of key assessments and exercises (Mystery shopping, branch/head office inspections) to staff to promote improved performance.


• Communicate learning points from service investigations and key learning point to staff and ensure implementation of reward/sanction in line with service investigation reports.


• Prepare reward/sanction grids for service related concerns and ensure implementation for input into appraisal.


• Monitoring of Email etiquette to ensure adherence and apply rewards/sanctions where applicable.


• Carry out investigations of detected service failures and drive recommendations for improvement.

 Preferred Skills and Experience / Requirements

• Minimum of 3 years’ relevant experience


• Proficiency in Microsoft Office Suite


• Good writing/numeracy/ analytical and time management skills.