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Vp, Customer Service, Digital Banking
4 months ago
- Provide Customer Service activities aligned with OKRs, SLAs, and KPIs.
- Oversee local and offshore customer service teams, offering guidance and training as needed.
- Manage daytoday call center performance to ensure consistently high standards of service.
- Support the bank's expansion strategy by developing systems, processes, and talent within Customer Service.
- Gather customer feedback to drive continuous improvement across all areas, including product.
- Lead the talent agenda by hiring and developing a highly proficient Customer Service team.
- Motivate, lead, and develop the Customer Service team to elevate standards and support the bank's business.
- Act as a thought leader in the longterm strategy and future expansion of Customer Service.
- Advocate for a focus on customer experience at the core of team operations.
- Champion agile ways of working across the team and the bank.
- Build and maintain strong relationships with key stakeholders across various departments.
- Minimum 10 years of execution experience in customer service, relationship management, and project management, with banking experience essential.
- Deep understanding of call center management and ability to implement effective controls without compromising customer experience.
- Knowledge of cloudbased and latest customer service technology, with experience in implementation being advantageous.
- Awareness of changing regulatory environments, particularly in financial services.
- Experience in managing local and offshore call centers and meeting KPIs and SLAs.
- Ability to handle customer complaints effectively and manage expectations tactfully.
- Highenergy individual capable of thriving in a fastpaced environment.
- Strong relationship management and influencing skills, with effective communication abilities at all levels.
- Clientobsessed mindset, prioritizing customer experience in system and process development.
- Proactive in developing ideas and continuously seeking improvements in service efficiency and excellence.
- Embrace continuous learning and development.
License No: 23S2077
Lee Boon Hou (Hagen),
Registration No:
R1870932
