• Monitor the Customer feedback report, and survey to ensure the achievement of service quality targets.

• Ensure evaluation of the service and implementation of learning to enhance service quality of the branches

• Prepare an Analytical report based on NPS, CSAT and suggestion box to highlight the service development area and minimize the gap to enhance the quality of customer service

• To work closely with L&D departments and other stakeholders to implement training strategic ideas and service improvement campaigns within the branches

• Arrange training delivery and execute training activities

• Monitor and evaluate the impact of each course on branch staff performance and satisfaction

• Maintain records of service training and development activities, attendance, results of tests and assessment

• Monitoring and reviewing the progress of trainees through post-training surveys

• Identify opportunities to enhance customer service processes, products, or policies through data analysis.

• Provide periodic reports.

• Other duties as assigned.

Job Requirements 

• Bachelor's degree in a quantitative field such as Mathematics, Statistics, Economics, or Computer Science
• 5+ years banking experience
• Familiarity with data visualization tools such as Tableau, Power BI, or Excel.
• 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, strong initiative, result-oriented and willing to embrace challenges;
• Ability to translate complex data sets into clear and concise findings, with strong attention to detail
• Proficiency in PC applications in MS Office