Cs Operations Team Lead

Trust is the first of a new breed of banks in Singapore - digitally native and focused on delivering a delightful customer experience. You will work in a fast-paced and collaborative environment to solve new and interesting challenges each day. Together with our Trust team, you will help shape the future of our bank.

As a **CS Operations Team Lead,** you'd be able to work on and solve many interesting challenges which we are facing, learn new ways of working, and help build delightful high quality products for our customers.

Support and manage a team of customer care specialists in a multi-channel contact centre environment. This role will be reporting to Head, Customer Service.

**The Role Responsibility**:

- Lead and manage a team of customer care specialists to achieve individual KPIs and contact centre's service levels
- In areas of low performance, conduct coaching sessions to the customer care specialist to identify areas of improvement, and implement a working plan to help them deliver a positive and differentiated service experience
- Act as the first line of escalation for customer care specialists, helping to resolve customer enquiries and service requests in an efficient manner
- Consolidate regular tracking and dashboard to track the contact log and overall performance of Contact Centre to measure how the bank is meeting performance KPIs
- Ensure the right level of resources is being deployed at all times to meet service levels
- Work with cross functional departments on the type of content that is being updated to knowledge portal and customer FAQ, based on most relevant incoming queries
- Perform call/chat quality assurance reviews to measure performance to ensure customer care specialists meets both external requirements and internal metrics in accordance with MAS set guidelines
- Ensure adherence to professional customer service and business standards
- Design the daily tracking and monitoring mechanism to ensure strict adherence to the policy and procedures
- Proactively identify opportunities for process improvement within contact centre
- Conduct year-end reviews of the customer care specialists, rating their performances on the annual performance grid and ensuring each individual's long term growth and development
- Handle calls and chats when necessary
- Assist in any other adhoc tasks/duties assigned

**Role Specific Technical Competencies**:
Skill

Target proficiency level

Managerial experience

Core

Banking experience

Core

Customer service experience

Core

Contact centre experience

Core

Microsoft office

Core
- Graduate with a minimum of 5 years of experience in Customer Services coverage, at least 3 years in managerial roles, and preferably for a Financial Institution.
- Good understanding of the Bank's Control Framework and Governance Structure is required.
- Adaptable and able to thrive in a fast-paced start-up environment to handle unexpected issues.
- Customer centric and attention for details
- Strong problem solving and decision-making skills
- Robust written and verbal communication skills
- Strong stakeholder management skills
- Excellent knowledge of MS office - Microsoft PowerPoint, Word, and Excel a must.

**Come as you are** Trust is an inclusive and open-minded workplace. If you are smart and good at what you do, that's what we care about. So come as you are.

**Trust is an equal opportunity employer. We prohibit discrimination and harassment of any kind.** We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trust are based on business needs, job requirements and individual qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other status protected by laws or regulations. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.