Service Manager

6 days ago

Jurong East, Singapore RHB Singapore Full time

**Company Description**
RHB Singapore is a progressive and growing financial organization. We are committed to creating a fulfilling, dynamic and engaging work environment for our team of more than 15,000 employees across locations in ASEAN.
**Job Description** Service Excellence**
- Promote core values of the bank and cultivate excellent customer service culture among staff in the branch
- Manage branch key service performance index (eg. Queue time management, compliments, Rate-My-Service)
- Ensure branch adhere to grooming and housekeeping standards
- Complaint Management: Proactive and prompt handling of customer service issues
- Ensure there is clear customer focus and service commitment across the Branch to produce a high standard of customer service in line with the quality and standards set
- Champion customer service campaigns and initiatives.
- Drive staff participation in achieving internal and external service awards

**Customer Acquisition and Retention**
- Drive customer acquisition and retention activities at branch

**Branch Operation**
- Support on-boarding operations and ensure seamless experience for customer
- Support branch operations including cash handling when required

**Risk, Compliance & Audit**
- Ensure compliance with the policies and procedure set by the Bank and statutory requirements and guidelines.
- Ensure and observe operational procedures to avoid operational loss
- Proactive in audit management

**Qualifications**
Formal Education:

- Minimum GCE ‘A’ Levels

Preferred level of Experience (by years/function/industry):
At least 3 years of branch banking experience or in customer facing service industry like Retail and hospitality

Other skills required:

- Strong leadership, highly independent, committed, self-motivated and result-oriented
- Possess tenacity to see through implementation of initiatives
- Ability to identify customers’ needs in order to grow both the Bank’s consumer and commercial deposits and loans
- High EQ with excellent communication and interpersonal skills
- Team player and able to interact and work closely with diverse personalities

**Additional Information**
RHB is a dynamic organization that promotes a work culture of high performance, where its biggest asset, the RHB-ians, are continuously developed & nurtured to their fullest potential through its robust talent management practices.

At RHB, we take PRIDE in our people and our teams. Great relationships built on trust, a ‘leading it right’ environment, challenging assignments and a culture of excellence are the pillars to the dynamic and diversified workplace we call home.

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