AVP, Customer Centre Team Manager, CBGO, Group COO

Role Overview:

• To lead, coach & manage a team of Customer Service Officers (CSOs)
• To monitor individual and team performance and ensure KPIs are met to achieve customer 
  satisfaction, operational efficiency and teamwork
• Managing daily operations, coaching and developing team members and implementing 
  strategies to enhance productivity and customer satisfaction

Key Responsibilities:

Team Leadership

• 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
• Conduct regular team meetings and one-on-one sessions to provide feedback, address concerns 
  and set objective
• Managing the flow of information within the team through coherent communication and 
  information sharing within the team structure
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising 
  on quality of service delivery
• To achieve individual goals, drive team performance targets & Service Levels of the Customer 
  Service Centre
• Manage workforce scheduling to optimize coverage and minimize downtime.
  
  To assist with calls 
  servicing during call surges
• 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 adhere to professional standards of behaviour & conduct in dealing with customers & fellow 
  staff
• Address and resolve complex customer issues and handle customer's escalation in a timely and 
  effective manner
• To proactively identify opportunities, broken journeys and process improvements within 
  Customer Centre improving customer journeys.
  
  Support and lead operation improvement 
  initiatives.
  
  

Requirements:

• Min 7 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
• Professional and friendly disposition.
  
  
• Effective problem-solving skill