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Head of Service Quality Risk
2 weeks ago
- 10+ years of experience in senior leadership roles within customer experience, service quality, risk management, or process improvement, preferably in the banking or financial services industry.
- Proven track record of driving customer-centric initiatives and implementing successful process improvements to enhance service delivery and operational efficiency.
- Deep understanding of digital banking solutions and emerging technologies, with experience in implementing digital initiatives.
- Strategic Thinking: Ability to develop and execute strategic plans aligned with organizational goals and customer needs.
- Leadership: Demonstrated ability to inspire and motivate teams, drive performance, and foster a culture of continuous improvement and innovation.
- Problem-Solving: Strong problem-solving skills with the ability to identify root causes, analyze complex issues, and develop practical solutions.
- Collaboration: Proven track record of collaborating effectively with cross-functional teams to achieve common goals and deliver results.
- Change Management: Experience leading change initiatives and managing organizational transformations to drive sustainable business outcomes.
- Preferably Bachelor's degree in business administration.
- Professional certifications in customer experience management, risk management, process improvement (e.g., Six Sigma, Lean, Agile)