Associate Director - Quality & Performance Analysis

The job holder will oversee the provision of services to clients by ensuring a business can provide good customer service and continually assess the quality of its products and services. He/she will make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. 

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Developing and implementing comprehensive Customer awareness strategies.
• Develop initiatives to enhance customer awareness and understanding of available services.
• Implement feedback mechanisms to capture customer insights and address concerns promptly.
• Conduct regular audits to ensure adherence to established policies and procedures, providing feedback and recommendations for improvement.
• Monitor and analyze customer service metrics to track performance and identify trends impacting service quality.
• Develop and implement quality assurance frameworks to evaluate service delivery and adherence to standards.
• Foster a culture of continuous improvement and innovation through best practices, regular brainstorming, and training on emerging customer care technologies.
• Establish and maintain effective relationships with stakeholders to align service quality objectives with organizational goals.
• Prepare regular reports on quality management activities and improvement initiatives to senior management.
• Proactively identify and manage risks related to service delivery, ensuring business continuity and mitigation plans are in place for potential disruptions.
• Collaborate closely with IT, digital, and product teams to integrate technology solutions that enhance service efficiency and customer satisfaction.
• Manage relationships with third-party service providers, ensuring adherence to agreed service levels and contributing to overall customer satisfaction.
• Establish, monitor, and report on key performance indicators (KPIs) for service delivery to senior management, linking quality efforts with customer impact.
• Implement advanced customer feedback analysis mechanisms, capturing real-time insights to inform service improvements and respond to customer needs.
• Develop a Continuous Quality Improvement Plan that includes ongoing and upcoming initiatives, specifying owners, timelines, and outcomes for each project.
• Perform any other duties assigned to by line manager related to the nature of the work.
• Ensure / participate in implementation, adherence and enforcement to SAMA Cybersecurity Framework and other related bodies required for D360 Bank to remain compliant to but not limited to policies, procedures, practices, training, reporting, personal due diligence and vigilance, within departmental/unit activities and operations
   

Preferred Qualifications

• A tertiary-level qualification from an internationally recognized institution

Years & Nature of Experience 

• 8+ years of equivalent experience in Service Delivery 
• Has led technical or process in their area; excels at leading teams and worked effectively with other areas and stakeholders outside their function
• If a manager of others, has impacted team culture through their work
• Has clearly demonstrated ability to link technical contribution back to business impact for their team or area

Technical Competencies

• Quality Assurance
• Process Mapping
• Business Requirements Mapping 

Behavioral Competencies

• Collaboration 
• Communication 
• Digital fluency 
• Teamwork
• Attention to Details