Job Description

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 managethe majority ofthe Bank\'s operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Lead, coach and manage a team of Customer Service Officers (CSOs) to achieve individual goals/service levels/campaign targets of the Customer Centre\xe2\x80\xa2 Manage individual and team performance to ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork
• Ensure accuracy and compliant in all areas, adhere to professional standards of behaviour and conduct in dealing with internal/external stakeholders
• Proactively identify opportunities and process improvements within Customer Centre
• Support and lead operation improvement initiatives

Requirements

• Minimum 6-8 years of work experience preferably in a Banking/Contact Centre environment
• Open to work rotating shift hours including weekends and public holidays
• Professional and friendly disposition with strong leadership and interpersonal skills to manage customer\'s feedback and service recovery
• Ability to champion the right culture with success with the ability to align to management decision and execute actions effectively and efficiently
• Flexibility in work deployment and projects when business needs arise
• Proficient in MS office i.e. Excel, Word, PowerPoint

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

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