HEAD, CUSTOMER EXPERIENCE

Overview

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

Position Title : Head, Customer Experience

Responsibilities

• Manage day-to-day operational definitions / parameters for excellent customer service programs and a high performing Service Quality Department.
• Responsible for achieving a balanced scorecard or attaining all established performance metrics for Service Quality Department and Complaints Management for the Consumer Business Sector.
• Identify service excellence focus of the Sector to be able to provide customers with differentiated level of service vs. competitors.
• Coordinate with different Consumer Business Sector business units on optimizing Service Level Agreements.
• Prepare relevant reports on Customer Experience Management including regulatory reports required for Management and regulatory bodies.
• Work with direct reports and key officers from other divisions to conduct regular operations reviews of different products and programs to ensure adherence to processes designed to optimize effectiveness.
• Manage and oversee the customer feedback system that would allow for a more efficient data collection system, in-depth analysis of operations and effective action planning.
• Review customer journeys, terms and conditions, promotion mechanics, concept papers, customer touch points to ensure that customer pain points are mitigated.
• Utilize complaints management reports and other Voice of the Customer Data to formulate strategies and action plans to support the business outcome of the Consumer Business Sector.
• Proactively contribute to bank’s strategic goals;
• Work closely with different business units and resources across the bank network to ensure proper execution of client management, complaints management and customer feedback management.

As Unit Head

Qualifications

Educational Background

Professional Experience

Modifying and refining service plans and operational practices to meet evolving customer needs

Leadership & Management

Customer Experience & Insights

Product Knowledge

Project Management

Industry Exposure

Other Details

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