The Service Innovation Officer assesses projects to be implemented by the department by conducting series of reviews and testing. Also conducts quality assurance of transactions and productivity of Contact Center, Fulfilment and Maintenance Support Units. Duties and Responsibilities: Assists the Service innovation head with the development and implementation of projects for the Division for process improvement. Ensures timely submission and implementation of projects by tracking and reviewing of applications created by the Service Innovation Specialist. Performs quality review of Contact Center’s call transactions to ensure that customer service is within acceptable call standards.
Consolidates and summarizes data from Customer Service Management Team, Fulfilment Support Team and Account Maintenance Management Team to assist the Service Innovation Head with the Division’s Performance analysis. Coaches and mentors, the Service Innovation Specialist to help him/her improve and formulate projects that would contribute to the Division for the Dept. Head’s approval and Service Innovation Officer’s supervision. Conduct data review and analysis to be reported to Service Innovation’s Dept. Head for discussion. Qualifications: Bachelor's degree in Business, and other related fieldsAt least 4 years' work experience in the financial services industry
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