AVP, Customer Centre Team Manager, Consumer Banking Operations, Technology & Operations
Job details
Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Responsibilities Role Overview: To lead, coach & manage a team of Customer Service Officers (CSOs) and to monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork
- To achieve individual goals, drive team performance targets & Service Levels of the Customer Service Centre
- People management - Demonstrate effectiveness in developing and coaching team members in meeting individual & team service standards, campaign targets. Directly accountable for individual appraisal and development
- Motivate and enable high performing and customer centric individuals
- Managing the flow of information within the team through coherent communication and information sharing within the team structure
- To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
- Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer's information securely especially with the high accessibility to customer's sensitive information like
- Identity, Address, income status, Account holdings, Account transactions, Contact details. To ensure accuracy and compliant in all areas to prevent any data breach.
- Flexibility in work deployment and projects when business needs arise
- To proactively identify opportunities, broken journeys and process improvements within Customer Centre improving customer journeys. Support and lead operation improvement initiatives
- To handle customer's escalation and provide effective resolution.
- At least 2 - 3 years of work experience while showcasing leadership qualities, preferably in a Contact Centre environment
- To be at least Dual skilled trained if not Multi Skilled trained in Banking Products and Services.
- Display strong leadership skills
- Good interpersonal skills
- Ability to champion the right culture with success
- Mature with the ability to align to management decision and execute actions effectively and efficiently
- Meticulous and patient individual with friendly disposition.
- Effective problem-solving skills
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