Location: JobParser.Models.Location
Category: Banking, Accounting, Financial
Type: Full Time
Deadline: 17-Dec-17 00:00:00
Salary: Ranging from AMD 100,000 to 2,000,000, according to the "S" grade of the bank's remuneration scheme.
Description
Ameriabank's CRM Team is seeking an experienced service quality professional with strong communication, negotiation and training skills, able to spend 60% of the entire work time in Regional Branches for conducting on-going monitoring and trainings.
DEPARTMENT: Development Department / Client Relationship Management (CRM) Team
JOB TITLE: Specialist
EMPLOYMENT DETAILS:
-Full time position, open-ended employment contract
-Start date: ASAP
-Benefit package applicable to Ameriabank employees
-Career growth and development opportunities
LOCATION: Yerevan, Armenia
Responsibilities
-Enhancement, support, sustaining and development of Ameriabank's service quality and service culture through monitoring and on-going trainings in Yerevan and Regional branches
-Initiation, launch and implementation of various projects and works aimed at enhancing the customer service quality, improvement of methodologies, customer service standards and general service principles, such as Mystery shopping, Service Quality manual, office standards, etc.
-Through regular branch & service quality monitoring identify gaps in customer service quality in each branch, possible reasons, propose solutions and action plans and help turn those goals into tangible deliverables including projects and detailed proposals with requirements specifications, deliverables, project plans, post-project activities
-Participate in and/or lead efforts to develop and execute unique and sustainable service quality training and testing programs
-Develop methodologies, training materials, case studies, FAQ's as well as testing materials, schedule and conduct the training programs, post-training evaluation, testing
-Lead service quality trainings and workshops, which include the facilitation of large audiences, solution presentations, and prototype demonstrations
RequiredQualifications
-University degree in management, finance, accounting
-At list 3 years of relevant working experience in consulting firm, a financial institution or a business leadership training company
-Excellent knowledge of Armenian, Russian and English
-Experience in an information-based CRM environment
-Ability to travel up to 60% of time in Armenia
-Adherence to Excellence in Service Quality
-Orientation towards customers and/or markets
-Pragmatic approach to getting things done
-Collaborative team leadership
-Goal-oriented project management
-Practical experience managing customer-driven change programs
-Ability to work well with people including project stakeholders and project team members
-Proactive desire to continue to broaden and deepen business and consulting skills
-Ability to work both independently and within a team environment backed up by strong communication skills
-Strong knowledge of business ethics, etiquette and client service specifics
Benefits
Job URL: iJob.am - Client Relationship Management (CRM) Team/ Specialist @ Ameriabank CJSC
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