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AVP, Customer Relations & Scam Support Manager, Team Lead, Customer Centre, CSH, Group COO

icon building Company : Dbs Bank Limited
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Job Description - AVP, Customer Relations & Scam Support Manager, Team Lead, Customer Centre, CSH, Group COO

Role Overview:

This role is responsible for the management and development of the Customer Relations team in order to ensure a high standard of service is always provided to both internal and external customers.

Key Responsibilities:
  • Oversee the day-to-day operation of the Customer Relations Team
  • Ensure RED service standards are embedded in all our customers' interactions
  • Ensure performance key targets, SLAs and KPIs are achieved
  • Ensure all stakeholder reporting is within timescales and guidelines
  • Identify root cause of complaints and opportunities to take proactive measures to enhance customer experience
  • Identify VOC trend and make timely recommendation on staffing and scheduling to ensure the team is adequately staffed
  • To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery
Work Relationship:
  • Direct reporting to Deputy Head of Customer Relations
  • Supervisory relationship to 12 or less CRM.
  • Working relationship with: Business Units /Support Units/Client Services Managers /Operations including Operations Managers/ Team Managers and Customer Service Officers / Workforce Management Team /Training Team /Assurance Specialist /Risks and Controls Team
Requirements:
  • Min 5 years' experience managing telephony operations or online services
  • Experience managing complaints across large customer base
  • Experience in managing senior management and regulators
  • Experience in Process Improvement Events
  • Experience in leading a team of officers
  • Good customer management skills
  • Strong leadership skills to manage and lead different individuals who deal with challenging situations every day
  • Positive, self-motivated and meticulous individual who has a clear and focused mind when handling negative customer VOC
  • Ability to identify and address unstated needs of customer
  • Strong focus on customers and business
  • Excellent written and verbal communication skills and ability to communicate with people of different groups and levels of management
  • Ability to think for the customer and not accept status quo 8. Strong people skills.
Original job AVP, Customer Relations & Scam Support Manager, Team Lead, Customer Centre, CSH, Group COO posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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