Deskripsi Pekerjaan
Join Hong Leong Bank's dynamic team as a Customer Service & Operations Manager in Melaka. This pivotal role combines leadership excellence with operational expertise to drive exceptional customer experiences while optimizing service delivery systems. You'll oversee daily customer service operations, lead high-performing teams, and implement strategies that enhance service quality and operational efficiency. The position requires a strategic thinker who can balance customer-centric approaches with process improvements, ensuring seamless service delivery across all touchpoints. Hong Leong Bank offers a collaborative environment where innovation and professional growth are prioritized, making this ideal for motivated leaders seeking to advance their career in Malaysia's banking sector.
Tanggung Jawab
- Lead and mentor customer service teams to achieve performance targets and service excellence standards
- Oversee daily operations including call handling, complaint resolution, and customer inquiry management
- Develop and implement service improvement strategies to enhance customer satisfaction metrics
- Analyze operational data to identify bottlenecks and implement process optimization initiatives
- Collaborate with cross-functional teams to ensure consistent service delivery across channels
- Manage staff training programs focusing on product knowledge and soft skills development
- Ensure compliance with banking regulations and internal service protocols
- Monitor key performance indicators (KPIs) and prepare operational reports
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 5 years of experience in customer service or operations management, preferably in banking/finance
- Proven track record of leading teams and achieving service excellence targets
- Strong analytical skills with ability to interpret operational data and metrics
- Excellent communication and interpersonal skills with conflict resolution expertise
- Proficiency in CRM systems and customer service management software
- Knowledge of banking regulations and compliance requirements
- Ability to work under pressure and make data-driven decisions