Unit Head, Client Excellence & Service Delivery, WBG

Description

Job Purpose:

Leads the Client Excellence and Service Delivery Team to deliver a first-class customer service to our c.5,000 Institutional and Corporate clients across digital (iServe) and physical channels (WBG Branch). As well as over-seeing the end-to-end implementation of all TBG Products across: Channels, Payables, Receivables, Trade, Supply Chain Finance and Acquiring. The successful candidate is expected to shape and deliver the overall department strategy and improvement roadmap as well as ensuring delivery in-line with industry-leading KPIs / SLAs. In addition, the department is responsible for driving digital adoption, product utilization and cross-selling of our products to our WBG customer base.

Principal Accountability:

The Unit Head, Client Excellence and Service Delivery is accountable for delivery across three key sub-teams:

Implementation

Digital Customer Service

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