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Full-time
Posted 43d ago
~40 hrs/week
Responsibilities
Lead a team of Cash Client Service Specialists to deliver high service standards and improve operational efficiency. Responsibilities include setting KPIs, managing team performance, and driving process improvements to enhance customer experience.
Requirements
The candidate must be able to manage people and performance while ensuring adherence to regulatory compliance and standard operating procedures. Experience in driving productivity and managing business call center operations is required.
Full job description
Goal Setting & KPI:
Establishing performance targets and key performance indicators to align with the organizational objectives.
Strategic Planning:
Developing & Implementing Strategies to enhance team productivity and customer satisfaction.
Process Improvement:
Identifying areas for process improvements and driving initiatives to improve service quality and operational efficiency.
Periodic Review of Standard Operating Procedures, Workflow and processes to keep abreast with the industry practice.
Training & Development:
Ensuring Team members receive appropriate training and professional development to maintain high service standards.
Maintaining a detailed & Up-to-date knowledge of the bank’s comprehensive integrated channels and product capabilities and their applications, use these knowledge in creating awareness, implementation and driving utilization
Customer Experience:
Developing strategies to enhance customer experience and resolve complex customer issues effectively.
Data Analysis:
Utilizing data analytics to track performance trends, identify issues and make sound decisions.
Collaboration:
Coordinating with other departments to align call centre operations with broader organizational goals.
Change Management:
Leading the team through changes in procedures, technology, or company policy to ensure smooth transition.
People & Performance Management:
Monitoring team performance, providing feedback & coaching, and implementing action plans to address any issues and improve performance.
Conducting call and email review, ensuring adherence to standard operating procedures and guidelines, that the team provides accurate information and performs required follow-up actions on open cases.
Providing support & advice on issues escalated by the Cash Client Service Specialists.
Driving quality, productivity, efficiency and excellent performance.
Optimizing staff schedules and resource deployment to ensure smooth and efficient Business Call Centre operation.
Regulatory Compliance
Participating in risk & control self-assessment, audit, and business continuity management activities for the department.
Maintaining standards and role model behaviours and demonstrate the core values of the bank
Related keywords
Cash Client ServiceKPIStandard Operating ProceduresWorkflow OptimizationCustomer SatisfactionData AnalyticsBusiness Continuity ManagementRisk & Control Self-AssessmentCall Centre OperationsCross-sellingTurn-around TimePerformance Coaching
CIMB Group is a leading focused ASEAN bank and one of the region’s foremost corporate advisors. It is also a world leader in Islamic finance. The Group is headquartered in Kuala Lumpur, Malaysia, and offers consumer banking, commercial banking, investment banking, Islamic banking and asset management products and services. It is the fifth largest banking group by assets in ASEAN and, as at the end of March 2022, had around 33,000 staff and over 18 million customers.
CIMB Group is a leading focused ASEAN bank and one of the region’s foremost corporate advisors. It is also a world leader in Islamic finance. The Group is headquartered in Kuala Lumpur, Malaysia, and offers consumer banking, commercial banking, investment banking, Islamic banking and asset management products and services. It is the fifth largest banking group by assets in ASEAN and, as at the end of March 2022, had around 33,000 staff and over 18 million customers.