Head - People Capability & Client First

Job Description:

- Should be able to think through and develop/implement initiatives to cultivate a customer-centric culture.

- Work with the leadership in designing and executing programs that reinforce the importance of customer excellence & operational efficiency.

- Partner with HR-L&D to co-create learning interventions that enhance employees' customer service skills & operational knowledge.

- Work closely with marketing and utilizing and analysing customer feedback & insights to inform & shape operational practices & service delivery.

- Constantly track VOC - TNPS for key processes and map to the bank's processes and benchmark to Industry best. Ensure Voice of Employee / employee suggestions are heard and advocate for practices that benefit the workforce in delivering Customer Experience goals.

- Engage with employees at all levels to understand their perspectives & identify opportunities to enhance customer experience.