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