Manager, Corporate Client Services

Job Description Job Responsibilities Ensures highest standard of service delivery to our customers.

Monitor and respond to incoming calls/emails/social media platform/written correspondences

Resolves CSO and customer issues

Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.

Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.

Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.

Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.

Conducts monitoring and coaching sessions

Provides on-the-job training and mentoring.

Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.

Involve in Department project  

Identifying areas for improvement and implementing process enhancements

Job Requirements Bachelor’s degree with 5 to 7 years of working experience in Contact Centre

Good People Management skills

Great communication skills

Adhere to Bank Policy and ensure SLA are met Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.