Job Description

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Overall management of Customer Contact Center (CCC Ops) & Customer Experience Management (CX Mgt) to esnure smooth seamless communicate and customer service to our customers.
Spearhead relevant initiatives which will continuously improve the customer experience
Own the end-to-end process of Consumer Assistance Management System (CAMS) also known as the complaint management process of the Bank and ensure that regulatory report, specifically the BSFI Consolidated Complaints Report (BCCR) are accurately prepared and submitted to BSP in a timely manner
Ensure the capability development of the CS Ops personnel particularly in developing and maintaining extensive and up-to-date knowledge on Bank's products and services, best practices in customer servicing
Maintain regular coordination with Regional Team on any CS-related matters
Report regularly to Digital Banking Operations Head and perform other functions as deemed necessary by the Senior ManagementBachelor's Degree / 4-Year Course Graduate for any course
At least 7-10 years of experience preferably in Customer Service for Digital Banking or Internet Banking
Must have experience in leading teams and strong stakeholder management skills
Must have good time management skills to handle business-as-usual (BAU) demands and strategic projects
Requirements:
Overall management of Customer Contact Center (CCC Ops) & Customer Experience Management (CX Mgt) to esnure smooth seamless communicate and customer service to our customers.
Spearhead relevant initiatives which will continuously improve the customer experience
Own the end-to-end process of Consumer Assistance Management System (CAMS) also known as the complaint management process of the Bank and ensure that regulatory report, specifically the BSFI Consolidated Complaints Report (BCCR) are accurately prepared and submitted to BSP in a timely manner
Ensure the capability development of the CS Ops personnel particularly in developing and maintaining extensive and up-to-date knowledge on Bank's products and services, best practices in customer servicing
Maintain regular coordination with Regional Team on any CS-related matters
Report regularly to Digital Banking Operations Head and perform other functions as deemed necessary by the Senior ManagementBachelor's Degree / 4-Year Course Graduate for any course
At least 7-10 years of experience preferably in Customer Service for Digital Banking or Internet Banking
Must have experience in leading teams and strong stakeholder management skills
Must have good time management skills to handle business-as-usual (BAU) demands and strategic projects
:
:

• Overall management of Customer Contact Center (CCC Ops) & Customer Experience Management (CX Mgt) to esnure smooth seamless communicate and customer service to our customers.
• Spearhead relevant initiatives