Assistant Manager

Citi; Taguig; On-site; PHP 100,000 - 400,000; Full time

Job summary

A global financial services company in Metro Manila is seeking a Mid-Senior Level position to supervise and improve call center operations. The role requires overseeing a team to enhance call skills and customer experience. Ideal candidates will possess analytical and people management skills, and have experience in call center environments. Full-time employment with opportunities for growth in customer service operations.

Qualifications

• Total of 18 months of experience in a call center operations environment.
• Knowledge of call center business processes.
• Experience in team coaching and collaboration.

Responsibilities

• Supervise a team to drive improvements in call skills.
• Conduct audits to ensure compliance with laws and regulations.
• Maintain partnerships for service delivery and customer satisfaction.

Skills

Analytical skills

Communication skills

People management skills

Proficiency in Microsoft Office

Proficiency in Google Suite

Education

Two years college level education or equivalent work experience

Job description

Summary:

To supervise and implement policies and to identify opportunity areas to ensure sub-functional efficiency. To be responsible for supervising a team of professionals and drive improvements in call skills and customer experience through regular interaction in order to achieve individual and group targets. To maintain partnerships across the organization to further the sub-function’s goals.

The Commercial Client Operations (CCO) plays a pivotal role in providing an array of services that enable us to care for the needs of our Commercial Banking clients by fulfilling client requests through email or voice channels within prescribed timelines. The requests include but are not limited to general servicing, account inquiries and maintenance, account servicing change-in signers and further account research

General Responsibilities

• People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development
• Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
• Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change
• Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results
• Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
• Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction
• Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc) Other job-related duties that may be assigned from time to time

Basic Qualifications

• Two (2) years college level education or equivalent work experience
• Total of 18 months of experience in a call center operations environment
• Knowledge of call center business processes
• Analytical skills for decision-making and performance evaluation
• Communication skills for written and verbal business correspondences
• People management skills, including team coaching and collaboration
• Proficiency in Microsoft Office and Google Suite applications

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, General Business, Project Management

Additional Titles

• Department Head, Contact Center Management
• Department Head, Complaints, Investigation and Fulfillment
• Lead of Customer Service Operations - Customer Service Operations, MariBank
• Customer Operations Executive (Home-based)