Customer Service Manager

oversea-chinese banking corporation limited; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Oversea-Chinese Banking Corporation Limited in Singapore is seeking a customer service-focused professional to lead service quality measurement across customer engagement, sales and service processes, and compliance controls.

You will support sales staff with policy guidance, monitor relationship officers, and ensure staffing and training needs are met to uphold premier banking standards.

Qualifications

• Results-oriented and customer-focused.
• Passion for customer service.
• Good communications and inter-personal skills with both internal and external customers.
• Good operational knowledge of premier banking.
• Good leadership skills that will inspire high performance from staff.
• Minimum 3 years relevant banking experience and in similar capacity is preferred.

Responsibilities

• Embrace standard models of “service excellence” for customer engagement, sales and service processes, customer communications and premises management
• Ensure zero defects for all documentations in wealth sales, loans and account opening
• Operational Risk Management & Control Deliverables
• Ensure full compliance to the laid down procedures and processes and exercise due diligence to prevent both internal and external fraud
• 100% passes for all processes and audit reviews
• Provide operational support to sales staff including guiding them on the Bank’s policies and procedures on operational matters
• Monitors performance and progress of relationship officers on assigned tasks
• Ensure sufficient staffing needs through effective planning of leave and off days’ schedule
• Ensure all staff meet their minimum training requirements
• Equip new and existing staff with the full Sales & Service framework

Skills

Results-oriented

Customer-focused

Excellent communication

Inter-personal skills

Premier banking knowledge

Leadership

Banking experience (3+ years)

Job description

Job Responsibilities

Service Quality Measurement

• Embrace standard models of “service excellence” for customer engagement, sales and service processes, customer communications and premises management
• Ensure zero defects for all documentations in wealth sales, loans and account opening
• Operational Risk Management & Control Deliverables
• Ensure full compliance to the laid down procedures and processes and exercise due diligence to prevent both internal and external fraud
• 100% passes for all processes and audit reviews

Sales Support Deliverables

• Provide operational support to sales staff including guiding them on the Bank’s policies and procedures on operational matters

HR Deliverables

• Monitors performance and progress of relationship officers on assigned tasks
• Ensure sufficient staffing needs through effective planning of leave and off days’ schedule
• Ensure all staff meet their minimum training requirements
• Equip new and existing staff with the full Sales & Service framework

Requirements:

• Results-oriented and customer-focused
• Passion for customer service, including resolving customer complaints
• Good communications and inter-personal skills with both internal and external customers
• Good operational knowledge of premier banking
• Good leadership skills that will inspire high performance from staff
• Minimum 3 years relevant banking experience and in similar capacity is preferred