Customer Service Manager

Job Responsibilities

Service Quality Measurement

• Embrace standard models of “service excellence” for customer engagement, sales and service processes, customer communications and premises management
• 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

Sales Support Deliverables

• Provide operational support to sales staff including guiding them on the Bank’s policies and procedures on operational matters

HR Deliverables

• Monitors performance and progress of relationship officers 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

Requirements:

• 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 banking
• Good leadership skills that will inspire high performance from staff
• Minimum 3 years relevant banking experience and in similar capacity is preferred