? Collectively own “deliver fast, friendly and accurate service” within the customer charter
? Work with Segment, Product, Channel and relevant Functional Heads to drive the design, implementation, and maintenance of an optimized integrated servicing propositions, E2E delivery models, and overall standards across channels (TOM). Review and approve deviations, if any, from the TOM
? Advise the country Distribution Head and the management team on other strategy formulation and execution
? Participate in Distribution related budgeting and investment prioritization. Coordinate Distribution submission of investment spends during the budget/forecast process to secure funding for business projects
Customer Experience & Relationship Management
1. Service delivery
? In collaboration with country Channel Heads and country Integrated Distribution Head, to jointly set and own annual service performance targets, capacity planning and budgets to balance customer experience, operational efficiency, and control effectiveness
? Standardize Service Delivery dashboard – consistent between Group and Country … aligned across channels to the extent possible
? Monitor BAU service performance against targets via dashboard / review operating rhythm … maintain across-channel business / customer holistic views
? Synchronize / coordinate cross-channel execution and migration of service delivery
? Provide intervention on service delivery as needed
2. Initiatives
? Develop and lead CEC / SQR agenda across channels
? Champion NPS planning, VOC & VOFL for Distribution
? Lead the implementation of the actions arising thereof
? Work with relevant parties to formulate and lead continuous improvement / transformational initiatives
? Provide service element inputs on SCB Way
? Interface with GTO and other functional areas for key initiative implementation in Distribution
Leadership, People & Community Development
? Equip servicing staff – Identify training requirements and build enablers (e.g. K1)
? Drive service staff engagement by setting service score card, reward and recognition programs, and communication
? Facilitate career path development for Service staff across channels
? Drive SPA for key Service resources across the country
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Risk management & control
? Work with country Integrated Distribution Head to establish and run management operating rhythm / governance structure
? Own and set Distribution governance standards, and drive PGC (Channel Heads remain as Operations Risk Owners) by working with other PGC members to oversee material risks, determine the level of assurance required, and ensure that they are properly mitigated
? Co-ordinate audits and work with Compliance to ensure regulatory requirements are met. Track relevant internal and external audit issues and appropriate management actions as performed by the responsible person identified in the audit report
? Jointly with the Channel Heads, responsible for ensuring relevant policies, procedures and standards are effectively implemented across the business
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