AVP, Affluent Segment Lead – Contact Center Excellence

15573 CITIBANK SINGAPORE LTD; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading banking institution in Singapore is seeking an experienced AVP – Affluent Segment Lead for their Contact Center. This management role involves overseeing a customer service team, ensuring top-tier client experiences, and effectively managing performance metrics. Candidates should have 5-8 years of relevant experience, call center management background, and strong communication skills, including proficiency in English and Mandarin. The role offers opportunities for professional development and leadership within the organization.

Qualifications

• 5-8 years of relevant experience in a similar role.
• Intermediate to senior level experience with people management responsibilities.
• Effective written and verbal communication skills.

Responsibilities

• Manage key performance indicators for client experience.
• Resolve complex client issues and handle escalated complaints.
• Evaluate team performance and drive organizational change.
• Recruit and develop a high-performing customer service team.
• Ensure compliance with laws and maintain company reputation.

Skills

People management

Call Center management

Communication skills

Influencing skills

Relationship management

Education

Bachelor's/University degree

Job description

A leading banking institution in Singapore is seeking an experienced AVP – Affluent Segment Lead for their Contact Center. This management role involves overseeing a customer service team, ensuring top-tier client experiences, and effectively managing performance metrics. Candidates should have 5-8 years of relevant experience, call center management background, and strong communication skills, including proficiency in English and Mandarin. The role offers opportunities for professional development and leadership within the organization.