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AVP, Customer Service, Cash Management Operations Centre

4 months ago

Singapore UNITED OVERSEAS BANK LIMITED Full time
Roles & Responsibilities

Job Responsibilities:

  • Ensures highest standard of service delivery to our customers.
  • Monitor and respond to incoming calls/emails/social media platform/written correspondences
  • Performs service recovery
  • 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

Job Requirements:

  • Bachelor's Degree with 5 years of working experience in Contact Centre
  • Managerial experience leading a team
  • Great communication skills
  • Ability to manage a team and ensure SLA are met
  • Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
Tell employers what skills you have

Coaching
Mentoring
Service Recovery
Communication Skills
Bank Accounts
Banking
Customer Service
Performance Appraisal
retail bank
Service Delivery