Avp, Customer Centre Team Manager, Cbgo, Group Coo

6 days ago

Singapore DBS Bank Full time

**Role Overview**:

- To lead, coach & manage a team of Customer Service Officers (CSOs)
- To monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork
- Managing daily operations, coaching and developing team members and implementing strategies to enhance productivity and customer satisfaction

**Key Responsibilities**:
Team Leadership
- People management - Demonstrate effectiveness in developing and coaching team members in meeting individual & team service standards, campaign targets. Directly accountable for individual appraisal and development
- Motivate and enable high performing and customer centric individuals
- Conduct regular team meetings and one-on-one sessions to provide feedback, address concerns and set objective
- Managing the flow of information within the team through coherent communication and information sharing within the team structure
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery
- To achieve individual goals, drive team performance targets & Service Levels of the Customer Service Centre
- Manage workforce scheduling to optimize coverage and minimize downtime. To assist with calls servicing during call surges
- Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer’s information securely especially with the high accessibility to customer’s sensitive information like Identity, Address, income status, Account holdings, Account transactions, Contact details. To ensure accuracy and compliant in all areas to prevent any data breach.
- Flexibility in work deployment and projects when business needs arise
- To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
- Address and resolve complex customer issues and handle customer’s escalation in a timely and effective manner
- To proactively identify opportunities, broken journeys and process improvements within Customer Centre improving customer journeys. Support and lead operation improvement initiatives.

**Requirements**:

- Min 7 years of work experience while showcasing leadership qualities, preferably in a Contact Centre environment
- To be at least Dual skilled trained if not Multi Skilled trained in Banking Products and Services.
- Display strong leadership skills
- Good interpersonal skills
- Ability to champion the right culture with success
- Mature with the ability to align to management decision and execute actions effectively and efficiently
- Professional and friendly disposition.
- Effective problem-solving skill

  • AVP, Customer Centre Team Manager, CBGO, Group COO

    6 days ago

    DBS Asia Central, Singapore at DBS Full time $120,000 - $150,000 per year

    AVP, Customer Centre Team Manager, CBGO, Group COO - (WD Role Overview:To lead, coach & manage a team of Customer Service Officers (CSOs) To monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork Managing daily operations, coaching and developing team members and...

  • VP/AVP, Consumer Banking Operations Risk

    1 week ago

    Singapore DBS Bank Full time

    Overview AVP, Consumer Banking Operations Risk & Governance, CBGO, Group COO at DBS

  • AVP, Employee Experience Manager, Customer Centre, CBGO, Group COO

    2 weeks ago

    Singapore DBS Bank Full time

    AVP, Employee Experience Manager, Customer Centre, CBGO, Group COO Role Overview To plan, develop and execute strategies for managing and driving continuous improvement on People Operations, People Engagement, Talent Retention and Development within Customer Centre. To ensure seamless employee journey from onboarding to talent retention. To be responsible...

  • VP, Operations Team Head, CBGO, Group COO

    3 weeks ago

    Singapore DBS Bank Full time

    VP, Operations Team Head, CBGO, Group COO Join to apply for the VP, Operations Team Head, CBGO, Group COO role at DBS Bank Business Function Maintaining operational efficiency and delivering high-quality service within the Deposits & Unsecured Lending Operations department. Responsibilities Oversee and manage the day-to-day operations of the Consumer...

  • VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO

    6 days ago

    DBS Asia Hub, Singapore at DBS Full time $104,000 - $130,878 per year

    VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO - (WD Role Overview: 1. Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures. 2. Responsible for end-to-end management and the governance of customer service issues, including investigation, listening and...

  • Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO

    3 weeks ago

    Singapore DBS Bank Full time

    Overview Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO – DBS Bank. This role involves managing customer escalations and complaints, governance of customer service issues, and leading guidance to customer relations managers and escalation specialists to identify opportunities for process improvements and coaching....

  • VP, Change Management and Learning Manager, Customer Centre, CBGO, Group COO

    6 days ago

    DBS Asia Hub, Singapore at DBS Full time $120,000 - $240,000 per year

    VP, Change Management and Learning Manager, Customer Centre, CBGO, Group COO - (WD Develops and implements strategy to designing, implementing and delivering end to end strategies that build organizational capability and drive successful adoption of change. This includes enhancing user experience across the different touchpoints in Customer Centre. Drive...

  • Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO

    6 days ago

    DBS Asia Central, Singapore at DBS Full time $60,000 - $120,000 per year

    Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO - (WD Role Overview:Manage customer escalations and complaints received by CEO Office, Senior Management, regulatory bodies such as MAS, ABS, FIDReC etc on service issues, identify opportunities and propose ideas/needs for process improvements and coaching Responsible for end...

  • VP, Team Lead Operations Transformation

    2 weeks ago

    Singapore DBS Bank Full time

    VP, Team Lead Operations Transformation (Loan Operations), CBGO, Group Operations Join to apply for the VP, Team Lead Operations Transformation (Loan Operations), CBGO, Group Operations role at DBS

  • VP/AVP, Group Operations GenAI Project Mgmt, Group Operations Capability Centre

    4 weeks ago

    Singapore DBS Bank Full time

    VP/AVP, Group Operations GenAI Project Mgmt, Group Operations Capability Centre (GOCC), Group COO Join to apply for the VP/AVP, Group Operations GenAI Project Mgmt, Group Operations Capability Centre (GOCC), Group COO role at DBS Bank VP/AVP, Group Operations GenAI Project Mgmt, Group Operations Capability Centre (GOCC), Group COO Join to apply for the...