Job Description

• Deliver world class 24 hour one-stop customer service.
• Oversees daily frontline operations and ensure department meets KPIs set for Performance, Quality, Compliance and Risk Management.
• Work closely with Process team and Team Managers for continuous process improvements through observations, feedback and call care.
• Work with Workforce/Resource Planning team in maximizing resources for efficiency.
• Plan and make necessary arrangement to support all marketing and operation campaigns.
• Continuously improve contact centre operational strategies and procedures, across sales and service.
• To continuously review and improve work processes to enhance customer’s experience.
• Responsible for handling escalated complaints and identify opportunities for improvement.
• Build and maintain effective internal and external stakeholder relationship.
• Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
• Ensure operations risk and audit compliance by the team.

• Degree holder.
• Strong background in managing a Contact Centre and proven experience of managing frontline managers.
• Individuals with prior experience in Financial Services are preferred.
• Experience managing a multi-channel environment (phone, email, chat, social media) will be an added advantage.
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Job Requirements