Job Description
- Contribution to the development of new initiatives / retail products
- Facilitate periodic staff training
- Mentoring of CC staff
- Representation of the CC on special projects / initiatives for the bank
- Conduct periodic performance reviews and team meetings
- Conduct interviews for new hires; initiation of the selection process
- Monitor customer feedback – complaints, enquiries, suggestions etc; monitor service quality
- Performance report to executive management
- Production of CC documentation of roadmap, strategies etc
- Provision of guidance on team effectiveness and efficiency to meet the CC objectives
- Provision of technical expertise and lead on Contact Centre Technology
- Constant liaison with key internal stakeholders and 3rd party vendors; influencing key groups within the bank; raising CC awareness within the bank
- Execution of the ‘One Bank Strategy’ in the CC Operations
- Advising executive management on the direction for provision of customer service as well as the applicable technology / applications to drive growth, effectiveness and efficiency
- Continuous alignment with the banks’ vision
- Perform other duties as assigned by the Divisional Head, General Services
KPIs
As per performance appraisal
Department/Division:
Brand and Service Quality Division
