Job Description

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