VP, Customer Service, Cash Management Operations Center
UOB
- Singapore
- Permanent
- Full-time
- Supervise and manage a team of customer service officers
- Demonstrate ability to motivate, coach and mentor team members to achieve performance goals
- The ability to handle customer feedback, complaints and challenging situations calmly and professionally. And resolving issues in a timely and satisfactory manner.
- Develop and implement Bank Policy when required, to enhance customer satisfaction and operational effectiveness.
- Optimize calls structure operations by analyzing data, identifying areas for improvement, and implementing process enhancements.
- Identifies the most appropriate course of actions 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.
- Sound knowledge of customer service principles and best practices.
- Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
- High level of organizational and time management skills to prioritize tasks effectively
- Oversees Department projects to ensure success
- Bachelor's degree with 5-10 years of working experience in customer services
- Managerial experience leading a team
- Strong communication and interpersonal skills to effectively interact with team members and customers.
- Proficiency in using call center software and customer relationship management systems.
- 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.