You should ideally;
- possess 06+ years of relevant experience in a bank/financial institution
- possess good communication skills
- possess the ability to comprehend customer queries, work towards strict timelines, follow up
- possess knowhow of using Google Sheets/ Excel and other applications, Bank Systems and research methods
You will be responsible for,
- ensuring regular communications to enhance awareness of expected deliverables and ensuring regular monitoring mechanisms are established and implemented
- ensuring continuous improvement of customer satisfaction scores within internal departments
- formulating measurable standards across customer and product segments in liaison with relevant business and support units
- identifying service gaps and proposing corrective measures with regular branch visits
- identifying the people, process and technology capabilities required to deliver desired customer experiences in the market and then planning for the implementation of those experiences
- analyzing ‘voice of the customer’ (VOC) and behavioural information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc to develop deep insights into customer needs and behaviour
- adhering to audit, compliance and ORMC requirements
We are an equal opportunity employer, committed to promoting an inclusive and diverse environment. Recruitment to the Bank is based solely on merit and competency irrespective of other characteristics that make our employees unique.
Any form of canvassing is discouraged. Correspondence will only be with the short-listed candidates.
Click here to download the DFCC Bank application form and apply now via the below portal by 10 March 2024.
Chief Human Resources Officer
DFCC Bank PLC, 73/5 Galle Road, Colombo 03
website – www.dfcc.lk