Job Description

Responsibilities:

• Lead a team of Customer Service Executives to deliver world class 24 hour one-stop customer service and excellent levels of individual/ team performance and customer satisfaction
• Manage day-to-day frontline activities, prioritise and make risk/ impact assessments within existing processes and procedures towards achieving SLAs
• Disseminate timely information to team members to ensure accurate and updated policy and information is conveyed to customers
• Handle escalated calls and resolve customer requests/ complaints in an efficient and timely manner within Service Level Agreement
• Monitor Customer Service Executives\xe2\x80\x99 adherence, punctuality and overall discipline
• Conduct daily huddles and ad hoc briefings
• Accountable for meeting customer service standards and assigned service and sales targets for individual CSE and self
• Perform service reviews on CSEs to ensure quality, efficiency and compliance.
• Motivate, coach and develop CSEs to ensure they deliver the expected Key Performance Indicators (KPIs).
• Identify knowledge gaps/ training needs through day to day team operations and observations
• Monitor and walk the floor to ensure resources are optimised at all times and daily service targets are met
• Support and continuously review and improve work processes so as to enhance customer\xe2\x80\x99s experience and highlight operational risks and areas for improvement
• Work with the management team to identify and deliver positive change and business efficiencies
• Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
• Support ad-hoc projects as assigned

• Minimum 2 years of relevant experience in a managerial or leadership role preferably in a Contact Centre or customer service environment with proven track record
• Excellent leadership and communication skills
• Strong team player in a highly dynamic and stressful environment
• Strong coaching and people-development skills through call review, quality feedback, etc.
• Ability to understand and identify appropriate solutions for customers and escalations
• Energetic and motivating individual
• Good analytical and presentation skills
• Familiar with Contact Centre operating systems
• Technical savvy and has proficient in Microsoft Office
• Knowledge of browsers/ Internet Banking
• Able to multi-task and take on assigned projects

OCBC Bank