You should ideally,
- possess overall 6-8 years of experience in a relevant field (banking/finance)
- possess a degree from a recognized university or a full professional qualification in a relevant field of study.
- Possessing an MBA will be an added advantage
- possess a good knowledge on Google tools, role specific related bank systems
- possess good analytical and problem solving skills
- possess excellent communication and presentation skills
- need to work towards strict timelines, conduct root cause analysis, end to end follow-ups, etc..
You will be responsible for
- SLA monitoring for credit cards, PFS loans and leasing
- overseeing and conducting all service related surveys, including NPS, NES, CSAT, Mystery Shopper and Branch Call Quality
- branch & call centre quality assurance (branch visits, service training)
- complaint analysing and giving monthly updates to ORMC
- conducting staff service recognition surveys
- overseeing tariff review and key fact document updates
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 17 November 2024.
Chief Human Resources Officer
DFCC Bank PLC, 73/5 Galle Road, Colombo 03
website – www.dfcc.lk