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AVP, Customer Centre Team Manager, Consumer Banking Operations, Technology
4 months ago
Business Function
Group Technology and Operations (T&O) plays a crucial role in enhancing the bank's infrastructure by focusing on productivity, quality, technology, and innovation. We oversee a wide range of operational processes to ensure excellence across various banking delivery channels.
Responsibilities
Role Overview:
- Lead, coach & manage a team of Customer Service Officers (CSOs)
- Monitor individual and team performance to achieve customer satisfaction, efficiency, and teamwork
- Drive team performance targets & Service Levels
- Effective people management and development
- Motivate high-performing individuals
- Ensure smooth flow of information within the team
- Adhere to professional behavior and data confidentiality standards
- Flexibility in work deployment and process improvements
- Handle customer escalations and provide resolutions
Requirements
- 2 - 3 years of leadership experience in a Contact Centre environment
- Dual or Multi Skilled in Banking Products and Services
- Strong leadership and interpersonal skills
- Ability to foster the right culture
- Align to management decisions effectively
- Meticulous, patient, and friendly
- Effective problem-solving abilities
We provide a competitive salary, benefits package, and a dynamic environment for your professional growth and recognition of your contributions.
