The VP, Head of Service Quality, Resolution & Enablement is responsible for leading and continuously improving service quality, customer issue resolution, and enablement capabilities across the organization, ensuring a consistent, high-quality customer experience. The role oversees service standards, complaint and escalation management, root-cause analysis, and continuous improvement initiatives, while driving governance, policies, tools, and training to enhance frontline and support team effectiveness. Working closely with senior stakeholders, the position ensures regulatory compliance, operational excellence, data-driven decision-making, and alignment with the organization’s customer excellence strategy and business objectives.
Key Relationships
Internal:
Digital & Tech, Operations, Business Lines, Branches, Contact Centre, Risk, Compliance, Data & Analytics, HR.
External:
Platform vendors, consultants, regulators.
Qualifications & Experience
Education:
Minimum Bachelor’s degree.
Experience:
-
12–15 years in service quality, complaints/resolution, or customer platform governance (banking/regulatory industries).
-
Proven experience as business owner for customer platforms.
-
Track record in leading resolution functions and delivering customer outcomes.
-
Experience in service quality frameworks across multiple channels.
Technical Competencies:
-
CRM/CC platforms (Genesys, Avaya, Salesforce, Microsoft Dynamics).
-
Customer platform governance.
-
Complaints/escalation management.
-
Service quality assessment/benchmarking.
-
AI/analytics in quality measurement.
-
Knowledge of service standards, journeys, customer lifecycle management, CPR requirements.
Behavioral Competencies:
-
Decisive, analytical, collaborative, customer-centric.
Leadership Competencies:
-
Lead multi-discipline function (platforms, resolution, quality).
-
Strong influencing skills with senior stakeholders.