Head, Service Quality and Re-engineering, East Africa Job in Kenya

Job Title: Head, Service Quality and Re-engineering, East Africa

Job ID: 304751

Job Function: Consumer Banking

Location: Kenya - SCB

Full/Part Time: Full-Time

Regular/Temporary: Permanent

Job Description

Lead the overall development, implementation and delivery of business strategy and financial plans, within regulatory framework and the group’s policies and risk guidelines.

Support in leading and providing strategic framework and implementation within the SQ streams.

Key Roles & Responsibilities

Implementation and delivery of global re-engineering initiatives in country:



Work closely with the Global Initiative Project Directors to:

• Identify and enable resolution of country specific issues relating to implementation of global initiatives
• Drive implementation within region/ country of global initiatives
• Track, monitor and ensure delivery of project goals and benefits within region / country Regional / Country specific re-engineering initiatives :
• Use Voice of Customer to identity regional / country specific re-engineering initiatives

1. Based on customer complaints, P 10 data, Market Probe research results, identify process breakdowns that need to be tackled either at a regional level or country level

• In conjunction with Regional Heads and CB Heads, identity areas for standardization, cost efficiency and process improvements that will deliver material benefits to the country businesses
• Prioritize regional / in country initiatives taking into account impact on customer experience, costs & efficiency, revenue
• Execute against these identified initiatives within region / within country using approved project methodologies

People Development:

• Build a strong local talent pipeline for future business growth and continuity
• Coach direct reports and key talents to deliver on individual performance
• Manage employee engagement, motivation and attrition issues
• Be an effective agent of change and a role model for talented managers throughout the Bank

Change Management

• As part of top management team, contribute to establish the strategy and priorities for the Consumer Banking business in the region
• Develop a people culture which encourages and champions change among employees in the daily workplace.
• Lead the team to perform in a matrix structure
• Share best practices with other regions / countries

Customer Charter Champion:

• Generates internal understanding and alignment of the Charter, use the Charter as a platform to standardize and align our existing business metrics
• Working closely with HR and Distribution to drive the Customer Charter launch to front line
• Tracking of the Customer Charter key metrics
• Identify unique ideas
• Set up the evaluation process , ensure ideas lined up for the year
• Stagger the ideas and implementation into monthly VOC forums in order to execute the best ideas with the required time and focus.
• Communicating the ideas– a newsletter /employee awards
• Action plan tracking and coordination with segment and products to deliver improvements.

Customer Experience:

• Work closely with inbound team, training to minimize service shortcoming.
• Proactive & continuous review and monitor the nature of requests received and identify process improvements and action plan with a view to enhance service delivery and customer experience.
• Provide robust complaints management framework that enables better co-ordination between country CCU and complaints team, in a way reputation risk is managed appropriately at all times.
• To manage & facilitate a dynamic service recovery process for resolution of customer dissatisfaction
• Liaison with various stake holders, touch points channels and Operations departments to ensure resolution of escalated issues and to minimize complaint and resolution issues at it root cause.
• To support and participate in the quality audit checks scheduled / planned to ensure that SLAs are met as reported by the business / support units

Frontline Experience:

• Ensure frontline is well equipped to manage customer calls
• Continuously build coaching ability in the team

Employee Engagement & Communication

• Champion frontline engagement initiatives
• Employee communication
• Instill pride and fun at work-place
• Recognition programs

Compliance Risk And Money Laundering PreventionRequirements

• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
• Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
• Uphold the values of the group & company at all times
• Ensure compliance with all applicable rules / regulations and company group policies

Qualifications & Skills

• Strong working knowledge on the various Consumer banking products, sales, services, delivery channels and customer segments.
• Strong leadership qualities, excellent interpersonal skills and multicultural awareness and sensitivity
• Experience and ability to lead major business projects successfully
• Ability to identify need for change, adaptable and flexible in anticipating and realising market opportunities
• Self Starter, resourceful, proven ability to multi-task
• Proven track record in business goal management

Diversity & Inclusion

Standard Chartered is committed to diversity and inclusion. 

We believe that a work environment which embraces diversity will enable us toget the best out of the broadest spectrum of people to sustain strong businessperformance and competitive advantage. 

By building an inclusive culture, each employee can develop a sense ofbelonging, and have the opportunity to maximise their personal potential.

How to Apply

Visit www.standardchartered.com/careers/professional-hires/ or click here to apply online


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