Operational Excellence (Governance) - MariBank

What you'll do

• Lead and manage a team of customer assurance agents, fostering a positive team environment and culture of excellence and continuous improvement.
• Support the Operations Department for internal governance, ensuring that the Operations processes and standards are in line with the Bank’s risk and compliance requirements.
• Oversee the Bank’s complaints handling, being responsible for the investigation, review and handling of complaints for the Bank.
• Conduct process and trend analysis to understand customer sentiment and root causes and drive areas of improvement in customer experience.

Requirements

• Possess Bachelor’s Degree or equivalent
• At least 2 years of people management experience in an Operations setting will be an advantage
• Prior experience with customer service and/or dispute handling in the banking / financial services sector is preferred
• Excellent verbal and written communication skills 
• Ability to multi-task, prioritize and manage time effectively
• Strong analytical and problem solving ability as well as stakeholder management skills
• Good working knowledge of MS Office (Excel, Word)