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AVP, Team Manager, Contact Centre, Technology & Operations

DBS Bank Limited Singapore
Posted 1 day ago Permanent Competitive
AVP, Team Manager, Contact Centre, Technology & Operations
Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we managethe majority ofthe Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities
  • Lead, coach and manage a team of Customer Service Officers (CSOs) to achieve individual goals/service levels/campaign targets of the Customer Centre• Manage individual and team performance to ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork
  • Ensure accuracy and compliant in all areas, adhere to professional standards of behaviour and conduct in dealing with internal/external stakeholders
  • Proactively identify opportunities and process improvements within Customer Centre
  • Support and lead operation improvement initiatives
Requirements
  • Minimum 6-8 years of work experience preferably in a Banking/Contact Centre environment
  • Open to work rotating shift hours including weekends and public holidays
  • Professional and friendly disposition with strong leadership and interpersonal skills to manage customer's feedback and service recovery
  • Ability to champion the right culture with success with the ability to align to management decision and execute actions effectively and efficiently
  • Flexibility in work deployment and projects when business needs arise
  • Proficient in MS office i.e. Excel, Word, PowerPoint
Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
Job ID  220000J9
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