Service Excellence Lead Job at SBM Bank Kenya
SBM is a leading financial services group in Mauritius, and is also present in India, Madagascar and Kenya. The Group has a customer base of more than 500,000, providing adapted financial solutions and supported by multi-channel capabilities. The strategy of the Group revolves around modernisation and diversification of its offering, expansion of its markets, and enhancement of capabilities, prominently regarding human capital.
Our employees – currently around 1,800 – are at the heart of our growth strategy. In our quest to be the employer of choice and a reference, we are laying increasing emphasis on developing and nurturing our talent pool. SBM aims to become a reference for creating talent for the world of tomorrow.
Job Purpose:
Reporting to the Chief Executive, the Service Excellence Lead will be responsible to devise and implement quality management and assurance strategy and related policies across all our touchpoints. He/she will serve as a change agent, driving continual and sustainable improvement culture through consistent exhibit and initiation of Operational Excellence and Quality initiatives.
Key Responsibilities for the Service Excellence Lead Job
- Determine and manage SBM Bank’s attributes that are closely associated with the quality of output
- Shape a strategy for quality and administer proper execution techniques
- Capacity building in this area
- Act as a catalyst for change and continuous improvement
- Determine the quality requirements
- Translate internal/external customers’ needs into specific, actionable, measurable performance requirements
- Define the key measurable characteristics of key services and processes
- Work together with stakeholders to evaluate the agreement between the quality performance and requirements
- Demonstrating the ability and capability to confirm and fulfill the quality requirements
- Leverage tools and techniques such as process behavior or control charts, statistical process control, measurement system analysis, and process capability analysis
- Introduce and implement statistical software based analytics for point 2 above
- Manage non-conformance activities
- Deal with other functional leaders to analyse and resolve any non-conformance events
- Leverage root-cause analysis, risk exposure, and other evaluations to properly recommend subsequent actions for implementation
- Promote a culture of quality at the Bank
- Instilling quality in the DNA of our management system
- Communicate continuously for reinforcing the quality culture
- Assist to introduce and celebrate quality awards
- Introduce and apply structured problem solving techniques for continuous improvement to lower TAT of and cycle times
- Reduce variations over time for core processes to become more effective, and thus reducing flaws/defects
- Drive change to improve the SBM user experience and bring in a quality service culture with the objective of minimizing cost, driving revenue and creating customer loyalty within the limits of the risk policy and banking regulations and guidelines
- Demonstrate productivity gain
- Lead, plan and conduct quality audits
Service Excellence Lead Job Qualifications
- University Degree in Banking or other areas related to Banking
- A Postgraduate or Professional qualification in Quality Management will constitute a definite advantage
- 8+ years’ experience in Quality/Service excellence, 5 years of which must have been in a Management role
- Good knowledge and grasp of banking practices and regulations
- Strong leadership, planning and communication skills
- Structured Problem Solving Techniques and competent in Statistical Analysis
- Passionate and driven
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How to Apply
If you believe in taking new challenges with the right mindset, please refer to our website for full details and complete our online application form on www.sbmgroup.mu/vacancies by Monday, 27th August 2018.
We thank you for your interest and invite you to grow with us.