Job Description

The Lead of Customer Service Operations is in charge of the management of all customer service channels of the bank. The head is responsible in providing the best customer experience through addressing and attending to all concerns/complaints of customer and non-customers of the bank who coursed through their concerns through our official communication channels.

• Overall management of customer service channels.
• Spearhead relevant initiatives which will continuously improve the customer experience
• Ensure the capability development of the CS Ops personnel particularly in developing and maintaining extensive and up-to-date knowledge on Bank’s products and services, best practices in customer servicing
• Report regularly to Customer Service Head and perform other functions as deemed necessary by the Senior Management
• Ensure vendors consistently deliver operational excellence, excellent customer experience, flexible capacity, and compliance with bank's standards
  
  

Requirements

• Bachelor's Degree / 4-Year Course Graduate for any course
• At least 7-10 years of experience preferably in Customer Service for Digital Banking or Internet Banking
• Must have experience in leading teams
• Must have good time management skills to handle business-as-usual (BAU) demands and strategic projects
• Must be able to handle different hierarchy of stakeholders

Please refer to job description.