Job Descriptions/Responsibilities

· Develop and manage the branch’s service strategy and service standard by customer segment to achieve the highest levels of customer satisfaction.

· Develop and drive all nationwide branches to follow assigned service standard and deliver the best-in-class service quality to gain loyalty and high customer engagement of each customer segment e.g. retail, high net worth, SME, corporate, and Japanese customers.

· Manage and control service standard measurement at branches i.e. CCRP, Waiting time, NPS, SQ to drive consistent high service quality at nationwide branches.

· Identify area for improvements in order to improve process and/or experience as a result of customer survey (NPS/SQ/Verbatim), waiting time report, and CCRP report.

· Drive all branch employees to have service skill and “excellent service & customer centric mindset” through various tools such as activities, campaigns, R&R, Distribution Award.

Qualifications:

· Bachelor’s degree or higher in Business Administration, Management, Marketing, Service Management, or a related field.

· 2-5 experience in branch operations, service quality, customer experience, or service standard management

· Experience working with or supporting multiple branches / nationwide branch network

· Good data analytic, strong in storytelling, presentation and communication skills

· Interpersonal and Negotiation skills

Bank of Ayudhya Public Company Limited

1222 Rama III Rd., Bangpongpang, Yannawa, Bangkok 10120