AVP, Customer Centre Team Manager, CBGO, Group COO

DBS; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading bank in Singapore is seeking an AVP, Customer Centre Team Manager to lead and manage a team of Customer Service Officers. The candidate should have at least 7 years of experience, preferably in a contact centre environment, demonstrating strong leadership and interpersonal skills. Key responsibilities include overseeing daily operations, ensuring KPIs are met, and resolving complex customer issues. This role offers opportunities to improve customer journeys and operational efficiency.

Qualifications

• Minimum 7 years of work experience, preferably in a Contact Centre environment.
• Strong leadership skills and ability to manage teams.
• Good interpersonal skills and ability to resolve customer issues.

Responsibilities

• Lead, coach and manage a team of Customer Service Officers.
• Monitor performance to ensure KPIs are met.
• Conduct team meetings and provide feedback.

Skills

Leadership

Interpersonal skills

Customer service

Job description

Job Description - AVP, Customer Centre Team Manager, CBGO, Group COO (WD76625)

Job Description

Role Overview:

• To lead, coach & manage a team of Customer Service Officers (CSOs)
• To monitor individual and team performance and ensure KPIs are met to achieve customer
  satisfaction, operational efficiency and teamwork
• Managing daily operations, coaching and developing team members and implementing
  strategies to enhance productivity and customer satisfaction

Key Responsibilities:

• People management – Demonstrate effectiveness in developing and coaching team members in
  meeting individual & team service standards, campaign targets. Directly accountable for
  individual appraisal and development
• Motivate and enable high performing and customer centric individuals
• Conduct regular team meetings and one-on-one sessions to provide feedback, address concerns
  and set objective
• Managing the flow of information within the team through coherent communication and
  information sharing within the team structure
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising
  on quality of service delivery
• To achieve individual goals, drive team performance targets & Service Levels of the Customer
  Service Centre
• Manage workforce scheduling to optimize coverage and minimize downtime. To assist with calls
  servicing during call surges
• Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer’s
  information securely especially with the high accessibility to customer’s sensitive information like
  Identity, Address, income status, Account holdings, Account transactions, Contact details. To
  ensure accuracy and compliant in all areas to prevent any data breach.
• Flexibility in work deployment and projects when business needs arise
• To adhere to professional standards of behaviour & conduct in dealing with customers & fellow
  staff
• Address and resolve complex customer issues and handle customer’s escalation in a timely and
  effective manner
• To proactively identify opportunities, broken journeys and process improvements within
  Customer Centre improving customer journeys. Support and lead operation improvement
  initiatives.

Requirements:

• Min 7 years of work experience while showcasing leadership qualities, preferably in a
  Contact Centre environment
• To be at least Dual skilled trained if not Multi Skilled trained in Banking Products and Services.
• Display strong leadership skills
• Good interpersonal skills
• Ability to champion the right culture with success
• Mature with the ability to align to management decision and execute actions effectively and
  efficiently