Executive, Enterprise Contact Centre & Member Ombudsman
Michele Pollard Gonzalez is an experienced team leader whose mandate is to deliver a great customer service experience at all points of contact with JNBS members and customers. She joined Jamaica National Building Society in 2002 as Customer Service & Quality Assurance Manager and implemented the first ever customer service and quality assurance infrastructure with the organisation.
She was promoted to Senior Manager in 2007 and in 2011, to Executive, with responsibility for the Enterprise Contact Centre, a newly created entity responsible for managing the customer/member interface in the Society’s strategic objectives. In 2012, she led the Society to become the first financial institution in Jamaica to attain certification to the ISO 9001:2008 Quality Management System Standard. The certification as conferred upon the Society by Lloyd’s Register (UK), one of the world leaders in assessing business processes to internationally recognized standards. She serves as the Society’s ISO 9001:2008 Management Representative.
Mrs. Pollard Gonzalez was recently given responsibility for the Society’s Records Management System. She brings to the Society, expertise in operations, project management and quality assurance acquired in the manufacturing and service sectors.
She holds a master’s of science degree in Food Science and Technology from the Texas A&M University, a bachelor’s degree in Chemistry and Applied Chemistry and an Executive MBA, with a Finance emphasis, from The University of the West Indies, Mona.
Mrs. Pollard Gonzalez is a Director of the Jamaica Customer Service Association and member of the American Society for Quality, and the Supervisory Committee of the ICD & Associates Credit Union.
Deputy General Manager
Executive, Group Finance
Executive, Group Human Resources Development
Executive, Mortgage Sales
Executive, Group Internal Audit
Executive, Branch Operations
Assistant General Manager, Group Operations & Information Technology
Assistant General Manager, Treasury & Investments
Executive, Mortgage Operations
Assistant General Manager
Executive, Business Development & Research
Assistant General Manager, Group Finance & Mortgage Operations