- Provide encouragement and motivation to team members and effectively address issues by fostering a supportive environment, recognizing good performers, offering constructive feedback and implementing solutions to overcome challenges.
- Develop Business Strategies that would help in driving BizChannel and other Cash Management Product utilization, review processes & procedures and provide feedbacks and suggestions that would help in system enhancements and product development.
- Provide strategies on call reduction through data analytics and work hand in hand with internal stakeholders to implement actionable insights, optimize workflows and enhance customer service efficiency.
- To handle and resolve complaint cases from challenging customers, develop a structured approach for a timely resolution and take follow-up actions to ensure customer satisfaction and prevent future issues.
- Develop and maintain a high level of industry knowledge by being updated on regulatory changes, emerging trends, financial products and technological advancements
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 Service Management 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
