Head of Service Excellence (SED)

* Drive the development and implementation of a comprehensive Service Excellence Strategy, aligning with organizational objectives to elevate customer experience and service quality. * Architect and establish product-specific Service Level Agreements, quality standards, and governance frameworks to ensure consistency and excellence. * Design and implement a unified Customer Feedback Management System, analyzing trends, and driving corrective actions to enhance customer satisfaction. * Collaborate with cross-functional teams, including IT and Operations, to optimize digital platforms, streamline loan applications, and reduce drop-offs. * Develop and manage performance dashboards to track key metrics, such as Turnaround Time, complaint resolution, and SLA adherence, informing data-driven decisions. * Lead process audits across branches and departments, identifying areas for improvement and recommending process re-engineering initiatives to boost efficiency. * Simplify and standardize onboarding, documentation, and workflow processes for Loan and Deposit Products, leveraging automation to reduce delays. * Foster a customer-centric culture, promoting excellence across the organization, and guiding the Service Excellence team to achieve strategic objectives. * Facilitate cross-functional workshops to address service bottlenecks, and benchmark service standards against industry best practices to drive continuous improvement. * Ensure regulatory compliance and adherence to governance frameworks, upholding the highest standards of service excellence.