JOB DESCRIPTION

• Responsible for the management of the personnel costs based on the HR Group Targets by ensuring the right headcount planning/control and training;
• Team selection and placement. Together with the respective department’s manager and CEO;
• Team training for all employees;
• Develop introduction training/path for new employees;
• Develop and implementing career path for each position in the company with individual benchmarking;
• Develop and implementing E-learning IC platform with possibility of periodical employees testing;
• Team workflow and internal changes (promotion, demotion, transferring);
• Makes sure that all incentives schemes are updated and reviewed based on business needs;
• Prepares and updates procedures and policies of related area. Ensure that managers and staff are aware of the policies and procedures and able to operate them effectively;
• Manages employee grievances (including harassments) as they arise for all bank employees and works in their resolution by investigating the root case and identifies appropriate course of action;
• Team members motivation schemes and individual contracts;
• Team regular meetings, feedback collection and follow up: Manage twice per year team satisfaction survey. Team buildings activities, feedback collection and employee engagement;
• Responsible Headcount analyses and other reports as needed by Management of Company’s Subsidiary and Group;
• Manages the all new employment contracts, ensuring that all new employees are presented with JD-s and HR package;
• Responsible for Operational Risk activities and registration;
• Making of Customer individual profiles, creating customer stories, monitoring customer satisfaction;
• Creating customer loyalty program and rewarding system for customers;
• Create and follow up customer feedback system Managing twice per year mystery shopping survey;
• Managing on annual bases customer satisfaction survey;
• Create the system and provide solution to Customer complaints;
• Develop and implement customer communication platform that will help in communication between customer and company in one place;
• Represent the company in social events / business concept for extraordinary day;
• Project Management related to Customer Experience and HR;
• Policies and procedures / standardization related to Customer Experience and HR;
• Seeing HR’s work within the bigger picture of external customers’ needs;
• Helping executives establish a customer-focused big picture in strategy and culture;
• Injecting a CX backdrop in the way HR facilitates hiring;
• Developing and recognizing employees.

DESIRED PROFILE

• To care deeply, genuinely and passionately about customer experience, support, solving problems for customers, and about the role it plays in making a customer-centric team successful.
• Experience in NPS and CES and love to Customer Feedback Analysis.
• To be a people person – The HR.
• Degree in Human Resource Management or relevant degree in Economy, Management with strong human resource component.
• At least three years’ experience in human resources and in customer relations field.
• Experience on managing and leading the staff.
• Experience in working in a cross-cultural environment.
• Strong consultative and conflict management skills (internal employees and customer).
• Excellent interpersonal skills, and ability to work under pressure.
• A team player who is self-motivated and detail-oriented.
• Problem solving orientation and strong communication skills
• Excellent English language skills-written and verbal
• Knowledge on Microsoft package, Social Media Usage
• Naturally empathetic, articulate communicator committed to deliver excellent customer experience.

REMUNERATION/ SALARY:        Competitive.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Are you interested in a new challenge in an innovative company? Have you answered well our questions related this position? Then we look forward to getting to know you and offer to you a very innovative challenge that will change your life forever! The interested candidates are invited to send their application documents (a Cover Letter and a CV in English) at: d.xhema@theheadhunter.com if you have any technical questions related the application, please, contact directly Mr. Dren XHEMA on mobile no. + 383 44 22 44 66(Monday - Friday) until 11.08.2019.  All Candidates that apply, please write the job position that you are applying for, in the “Subject Line”.
 

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