Service Assurance Lead
Core
Lead process reengineering and complaint monitoring to ensure high-quality customer service across all banking channels.
Role type
Service Assurance Lead
Builds
Streamlined customer-centric processes and complaint management frameworks
Domain
Retail Banking / Customer Experience
Deliverable
dashboards & analysis
Required skills
Process reengineering, complaint management, data analysis, process mapping, regulatory compliance knowledge
Preferred skills
Change management, stakeholder engagement, operational improvement
Technologies
Complaint management systems, process mapping tools
Responsibilities
Lead diagnostic reviews of customer journeys, own end-to-end complaint management process, define and enforce service quality standards, prepare reports for senior management
Seniority
Mid-Senior, hands-on IC
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