Collaborate with cross-functional teams to identify and address Frontline Experience gaps.
Develop and track key performance indicators (KPIs) to measure Frontline Experience performance.
Conduct regular Frontline Experience assessments and provide recommendations for improvement.
Develop and implement training programs to enhance customer service skills.
Foster a customer-centric culture across the organization. Identify and implement best practices in Frontline Experience management. Collaborate with external partners and stakeholders to stay up to date with industry trends and benchmarks

To ensure monitoring visits coverage to the whole distribution in a quarter & the reports are compiled and published in a timely manner.
To ensure and monitoring of respective regional quality manager team progress for continuous improvement.
To ensure service KPI results are compiled and published in a timely manner.
To ensure monthly sessions will be arranged with Distribution Heads / Regional management to share the region progress either a combine session or exclusive as per business convenience
To act as facilitators to bring improvement in region performance with Regional Management support to take necessary measures to improve highlighted areas as per committed action plan by regular tracking mechanism
To ensure support in complaint resolution on escalated complaints to Distribution Heads and will work end to end with relevant complaint resolving stakeholders.
To act as Service Auditor and can coach staff immediately/ on spot during visit for improvement.
To work closely with distribution management for improvement in consistent low scoring branches.

Minimum qualifications:

Minimum experience:

Skill set required:

Strong communication both oral and written, problem solving, understanding of technology, banking, commercial, etc.

Regional Head Frontline-Central II

HBL