Manage and Lead a team of Cash Client Service Specialists with the main objective and responsibility of continuously delivering high service standards with the on-going effort of improving service delivery on processes, call reduction, systems, cross-selling, turn-around time, recognition program and client testimonials.
Goal Setting & KPI:
- Establishing performance targets and key performance indicators to align with the organizational objectives.
Strategic Planning:
- Developing & Implementing Strategies to enhance team productivity and customer satisfaction.
Process Improvement:
- Identifying areas for process improvements and driving initiatives to improve service quality and operational efficiency.
- Periodic Review of Standard Operating Procedures, Workflow and processes to keep abreast with the industry practice.
Training & Development:
- Ensuring Team members receive appropriate training and professional development to maintain high service standards.
- Maintaining a detailed & Up-to-date knowledge of the bank's comprehensive integrated channels and product capabilities and their applications, use these knowledge in creating awareness, implementation and driving utilization
Customer Experience:
- Developing strategies to enhance customer experience and resolve complex customer issues effectively.
Data Analysis:
- Utilizing data analytics to track performance trends, identify issues and make sound decisions.
Collaboration:
- Coordinating with other departments to align call centre operations with broader organizational goals.
Change Management:
- Leading the team through changes in procedures, technology, or company policy to ensure smooth transition.
People & Performance Management:
- Monitoring team performance, providing feedback & coaching, and implementing action plans to address any issues and improve performance.
- Conducting call and email review, ensuring adherence to standard operating procedures and guidelines, that the team provides accurate information and performs required follow-up actions on open cases.
- Providing support & advice on issues escalated by the Cash Client Service Specialists.
- Driving quality, productivity, efficiency and excellent performance.
- Optimizing staff schedules and resource deployment to ensure smooth and efficient Business Call Centre operation.
Regulatory Compliance
- Participating in risk & control self-assessment, audit, and business continuity management activities for the department.
- Maintaining standards and role model behaviours and demonstrate the core values of the bank
