Customer Service Manager – Premier Private Client Permanent

About OCBC
Having purpose and making a real impact drives what we do at OCBC, for our customers, colleagues and the community. People count on us to deliver an amazing banking experience, but more importantly one that is uncomplicated and complements their changing lifestyle and business needs. Our employees are the architects that make this all possible; they are high performing individuals and teams, experts in their field and above all believe in our purpose and commitment to customers.

What you’ll do
Service Quality Measurement

• Embrace standard models of “service excellence” for customer engagement, sales and service processes, customer communications and premises management
• Achieve target service score
• Ensure the upkeep and maintenance of the Premier Private Client Centre premises and merchandising in accordance with prescribed standards
• Ensure zero defects for all documentations in wealth sales, loans and account opening

Operational Risk Management & Control Deliverables

• Ensure full compliance to the laid down procedures and processes and exercise due diligence to prevent both internal and external fraud
• 100% passes for all processes and audit reviews
• Achieve at least a pass rating for OREI

Sales Support Deliverables

• Support the sales efforts of Premier Private Client through active encouragement of referrals
• Provide operational support to sales staff including guiding them on the Bank’s policies and procedures on operational matters

HR Deliverables

• Monitor performance and progress of Client Advisor Assistant on assigned tasks
• Ensure sufficient staffing needs through effective planning of leave and off days’ schedule
• Ensure all staff meet their minimum training requirements
• Equip new and existing staff with the full Sales & Service framework
• Implement programs to keep staff engaged and motivated. To improve Employee Engagement Score by 2% over last year’s score

Qualifications
What you bring

• Results-oriented and customer-focused
• Passion for customer service, including resolving customer complaints
• Good communications and inter-personal skills with both internal and external customers
• Good operational knowledge of premier centre banking
• Good leadership skills that will inspire high performance from staff
• Minimum 3 years relevant banking experience and in similar capacity

*LI-JY