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The Service Development Manager designs, develops, and implements strategies, policies, and initiatives to enhance customer experience, service quality, and operational efficiency. This role involves close collaboration with cross-functional teams to ensure continuous improvement and adherence to service standards.

● Develop and implement service improvement projects, frameworks, and policies aligned with organizational goals
● Design and standardize service processes, SOPs, and communication frameworks for all branches and customer touchpoints.
● Identify pain points in the customer journey and develop solutions to improve the end-to-end banking experience.
● Partner with internal stakeholders to align service delivery with business goals
● Analyze and review Voice of Customer (VoC) systems to capture, analyze, and act on customer feedback.
● Monitor compliance with service-related SOPs and quality standards
● Monitor the performance of customer service provided by nationwide branches by analyzing key metrics such as customer satisfaction, NPS Scores, etc., and implement continuous improvements based on branch performance data
● Conduct regular customer service performance reviews across branches and propose improvement initiatives.
● Conduct branch service audits and ensure corrective actions are taken

● Deliver training and workshops to nationwide branches and departments on customer service excellence, ensuring they are well-equipped to deliver and support the customers effectively, boost interdepartmental communication and collaboration, and facilitate knowledge sharing and best practices across the organization
● Prepare monthly and quarterly service quality and performance reviews for senior management
● Provide the senior management with actionable insights and recommendations for decision-making
● Perform other duties as assigned

• Any University Degree, with experience in Project Management
• Minimum 5 years’ experience in banking or the financial industry,
• Proven experience in data analysis, with strong knowledge of statistical concepts and methodologies.
• Strong communication and presentation skills with good command of English in both written and spoken
• Positive thinking, initiative, result-oriented and willing to embrace challenges;
•  Customer-centric and innovative;
• Proficiency in PC applications in MS Office