VP/AVP, Contact Centre Team Lead, Customer Centre Operations, Technology and Operations Permanent

Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank’s operational processes and inspire to delight our business partners through our multiple banking delivery channels.
About the role
The Contact Centre Team Lead will manage the Customer Centre’s resource, service quality, cost, operational risks & controls and operation efficiencies. The incumbent will ensure operational readiness at all times and to manage day-to-day Customer Centre performance service metrics and standards, u pkeep both staff and customer satisfaction to deliver the agreed service levels set and uphold the Centre’s vision to be a world-class Customer Centre.
Responsibilities
Operational Management

• Work closely with workforce management team to ensure effective resource planning and optimization to meet service level objectives.
• Manage teams and ensure that business processes are performed in accordance with bank’s policy, procedure and MAS guidelines
• Select, manage and evaluate staff performance to ensure operational success and effective cost management
• To work closely with Risk team to ensure accuracy and compliant in all areas
• Manage customer’s feedback/complaints to ensure service recovery is performed in a timely and customer focused manner, followed up with proper coaching of staff
• Work closely with People Operations, Training and Customer Relations and VOC Management team to maintain the Centre’s certification standards

People Development and Engagement

• Demonstrate success in Mentoring, coaching and developing direct and indirect reports for progression and encourage continued learning opportunities
• Motivate and enable high performing and customer-centric teams
• Prerogative to come up with initiatives/ campaigns to engage and encourage fun at work

Improvements & Innovation

• Evaluate operational effectiveness regularly and identify opportunities for improvement
• Support/ lead process improvement initiatives

Requirements

• Degree Holder with minimum 5 years of proven team management experience in a Contact Centre environment, preferably in a banking industry
• Knowledge in banking products and industry certification standards such as COPC will be an added advantage
• Strong focus in customer service with strong knowledge in Contact Centre operations, standards, measurements, and metrics
• Strong experience in change management, apply agile and flexibility in work deployment and projects when business needs arise
• Demonstrate effective real-time floor management skills, resilience and effective problem-solving skills
• Ability to champion change and is innovation-oriented, effective task execution
• Good interpersonal and communication skills with passion for people development and engagement
• Proficient in MS Office and Project Management skill

Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.