The Deputy Head of Customer Service(Service Training & Development) is expected to be a strategic developer of Customer Service training and programs with fantastic organisational and time management skills. The role holder is responsible to initiate learning strategy and individual development plan for front-line branch service within a limited timeframe. The role holder needs to develop and evaluate the applicable in-person service SOP to ensure appropriate, efficient and effective customer service.

• Drive KBZ values and service attitudes through all training and development activities
• Assess new training opportunities and strategies of service growth to ensure banking service meet the customer expectations
• Ensure training quality coordination with L&D, BOQA, BUs/FCs across the organisation regarding training needs, requirements, and specifications in order to design and plan training programs effectively
• Initiate to seek out service issues and standard solutions for front-line face-to-face customer service
• Manage service SOP improvement and the overall in-person service performance of the branches 
• Drive customer satisfaction through process excellence in face-to-face customer service and banking product sales support
• Drive front-line branch staffs by trainings and workshops to understand corresponding business objectives as per business products and align customer service accordingly
• Coordinate with Business Units in their new projects with a service focus on reducing process inefficiencies and manual workload and affect to service downgrade
• Manage all the front-line in person customer service trainings and workflow to ensure branch-wide service targets are met
• Closely coordinate between customer services business unit and rest of BUs/FC in service-focused projects and products-related service improvements

• Recognized degree (preferably in Business Management, Business Administration)
• Minimum 3 to 5 years in Management Level
• Experience in Learning and Development or Customer Service Management
• Prefer to have experience in Strategy Development
• Prefer to have experience in SOP implementation and maintenance
• Prefer to have customer-centric and innovative
• Prefer to have proficiency in MS office, CRM and LMS tools
• Good command in English for both verbal and written will be advantage
• Good leadership, management, problem solving and influencing skills
• Be able to work under pressure and tight timeline
• Result oriented
• Need to travel