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

Responsibilities

This role is responsible for sourcing, leading and prioritizing initiatives, which the Customer Centre (CC) will execute and implement. The incumbent will ensure that all details pertaining to the flow of services are maintained on an ongoing basis to meet and exceed the expectations of both internal and external customers.

The role will also champion the Strategic Cost Management (SCM) initiatives aligned with CC\'s strategy to enhance the Centre\'s journey from a Service model to Service-Sales Model at optimal efficiency.

• Be the contact person and establish a relationship with each respective Business Units (BU) and Support Units (SU) to handle specific requirements from each internal stakeholder.
• Responsible for negotiating business plans with BU to ensure projects are aligned Bank\'s strategy taking into account Customer Centre\'s operating model as well as various elements such as Risk, Resourcing.
• Ensure Customer Centre\'s readiness for all initiatives through timely communication & training plans.
• Establish appropriate call to action, process matrix, process workflow and maintaining / update Operations procedures to ensure they do not work at cross purpose with one another.
• Liaise closely with the various teams within Centre (WFM / People Operations / Ops / Tech / MIS / Risk) and demonstrate understanding the impact the various initiatives have on call volumes and recommend best suited solutions to support client\'s needs.
• Collate feedback of bank\'s product, review process and share with BU; in bid to continually enhance Customer Experience.
• Manage the overall call volume demand so as to continuously review with BU and other stakeholders to achieve minimal failure demand to CC.
• Champion the Centre\'s digital strategy to move customers from analog to digital servicing channels.
• Ensure timely review of the Centre\'s Delegation Of Authority (DOA), Power -To-Sign (PTS) and Process Workflow documents.
• Standby support to be activated on adhoc basis by Workforce Management team to service calls/emails or any other functions deemed to be necessary to maintain Customer Centre\'s service levels.
• Willing to travel for regional Customer Centre support in short notice.

Requirements

• Minimum Diploma holder.
• At least 2 years\' experience in Customer Centre or financial industry.
• Experience in Process Improvement events and Projects Management preferred.
• Team player who is able to manage concurrent projects at the same time.
• Meticulous and analytical to pre-empt all challenges before implementation.

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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