Team Manager, Business Banking Commercial Service Centre - AVP
- Recruiter
- OCBC Bank
- Location
- Singapore
- Salary
- Competitive
- Posted
- 30 Jul 2018
- Closes
- 01 Aug 2018
- Ref
- 4142485
- Sector
- Accounting - Public practice
- Contract type
- Permanent
- Hours
- Full time
- Experience level
- Manager
About the BBCSC Team
As Singapore's longest established local bank, we are constantly on the lookout for exceptional individuals to join our team.
As a Singapore Quality Class (SQC), Singapore Service Class (S-Class) and People Developer (PD) certified department by SPRING Singapore, you can be assured that Business Banking Commercial Service Centre (BBCSC) is committed to invest and develop our people. If you are a go-getter with high level of drive, do come and join us today
What you'll do
• To lead a team of Service Managers (SM) to assist customers (primarily over the phone) with dedication and passion on various enquiries and requests on Corporate products and services, cash management products, corporate loans and self-service banking.
• Handles escalation from the SM and monitors to ensure SM provides accurate information / appropriate solutions to customers within standard turnaround time.
• Drive the team to meet service standards and measurements for key customer metrics and monitor of service performance to ensure adherence of the service standards.
• Drive the team to meet the E-B customer satisfaction targets across all customer segments to achieve total customer satisfaction.
• Support the GCB's digitalization initiative to convert corporate customers to use digital platforms such as Velocity, Business Mobile and eAlerts to perform self-banking.
• Collaborate with business/support units and key touch-points to review customer feedback so as to identify gaps in process/service, work on solutions to close loop, improve the process and service experience.
Qualifications
What you bring
• Degree holder
• Good Knowledge of Corporate Products and Processes
• Preferably at least 3 years' experience in similar function.
• Strong interpersonal and communication skills
• Effective management skills with strong leadership qualities
• Good change management mindset & skills.
• Able to think strategically.
• Innovative and creative in problem solving while playing by the rules
• Excellent written and verbal communication skills
• Excellent relationship building & management skills
*LI-EN
As Singapore's longest established local bank, we are constantly on the lookout for exceptional individuals to join our team.
As a Singapore Quality Class (SQC), Singapore Service Class (S-Class) and People Developer (PD) certified department by SPRING Singapore, you can be assured that Business Banking Commercial Service Centre (BBCSC) is committed to invest and develop our people. If you are a go-getter with high level of drive, do come and join us today
What you'll do
• To lead a team of Service Managers (SM) to assist customers (primarily over the phone) with dedication and passion on various enquiries and requests on Corporate products and services, cash management products, corporate loans and self-service banking.
• Handles escalation from the SM and monitors to ensure SM provides accurate information / appropriate solutions to customers within standard turnaround time.
• Drive the team to meet service standards and measurements for key customer metrics and monitor of service performance to ensure adherence of the service standards.
• Drive the team to meet the E-B customer satisfaction targets across all customer segments to achieve total customer satisfaction.
• Support the GCB's digitalization initiative to convert corporate customers to use digital platforms such as Velocity, Business Mobile and eAlerts to perform self-banking.
• Collaborate with business/support units and key touch-points to review customer feedback so as to identify gaps in process/service, work on solutions to close loop, improve the process and service experience.
Qualifications
What you bring
• Degree holder
• Good Knowledge of Corporate Products and Processes
• Preferably at least 3 years' experience in similar function.
• Strong interpersonal and communication skills
• Effective management skills with strong leadership qualities
• Good change management mindset & skills.
• Able to think strategically.
• Innovative and creative in problem solving while playing by the rules
• Excellent written and verbal communication skills
• Excellent relationship building & management skills
*LI-EN
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