Customer Service Manager - AVP

OCBC Group; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits

Learning & development

Community initiatives

Job summary

OCBC Group in Singapore, the longest-established local bank since 1932, invites you to join a team shaping the bank of the future. We are transforming through technology and creativity to deliver a sustainable financial services platform and a learning organisation.

You will work in friendly, supportive teams, helping customers grow their assets and businesses while advancing your career through industry-leading learning programmes and a vibrant, future-ready workplace.

Qualifications

• Results-oriented and customer-focused.
• Strong communication and interpersonal skills.
• Minimum 3 years banking experience or in similar capacity preferred.
• Good understanding of premier banking and risk controls.

Responsibilities

• Service quality measurement and customer engagement.
• Ensure zero defects in documentation for wealth sales, loans and account opening.
• Assist with operational risk management and compliance.
• Support sales staff with policies and procedures on operations.
• Monitor staffing and training requirements to ensure service standards.

Skills

Customer service

Communication

Leadership

Banking experience

Job description

WHO WE ARE

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

What you’ll do

• 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


• HR Deliverables - Ensure sufficient staffing needs through effective planning of leave and off days’ schedule


• HR Deliverables - Ensure all staff meet their minimum training requirements


• HR Deliverables - Equip new and existing staff with the full Sales & Service framework

Who you are

• 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

What we offer

• Competitive base salary


• A suite of holistic, flexible benefits to suit every lifestyle


• Community initiatives


• Industry-leading learning and professional development opportunities


• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers


• Let’s build the bank we need for the future we want


• Find the best version of yourself in a friendly, supportive team


• Build lasting value in your community


• Help people grow their assets, business, and investments


• Take your learning as far as you can


• Or simply enjoy a vibrant, future-ready career


• Your Opportunity Starts Here

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.