Deskripsi Pekerjaan
Are you a results-driven leader passionate about delivering exceptional customer experiences? Hong Leong Bank is seeking a highly skilled Customer Service & Operations Manager to join our dynamic team in Penang. In this pivotal role, you will be responsible for overseeing the daily operations of our contact center and ensuring that our service standards exceed customer expectations.
As a Manager, you will lead a diverse team of professionals, driving performance improvements and fostering a culture of excellence. We offer a competitive environment where your strategic input will directly impact our business growth and customer loyalty. If you have a strong background in banking operations and a knack for people management, we want to hear from you.
Tanggung Jawab
- Oversee and manage the daily operations of the customer service center, ensuring seamless service delivery.
- Lead, mentor, and motivate a high-performing team to meet and exceed operational targets.
- Develop and implement Standard Operating Procedures (SOPs) to enhance efficiency and service quality.
- Monitor key performance indicators (KPIs) and customer satisfaction scores, conducting regular performance reviews.
- Handle complex customer escalations and complaints with empathy and effective resolution strategies.
- Collaborate with cross-functional departments, such as Product and IT, to drive process improvements.
- Train staff on banking products, services, and compliance regulations.
Kualifikasi
- Minimum a Bachelor’s Degree in Business Administration, Management, or a related field.
- At least 3-5 years of experience in a managerial role within a banking or financial services environment.
- Strong leadership skills with proven experience in team management and performance coaching.
- Excellent verbal and written communication skills in English and Bahasa Malaysia.
- Proficient in CRM software and Microsoft Office Suite.
- Deep understanding of banking products, customer service standards, and regulatory compliance.
- Strong problem-solving abilities and the capacity to work under pressure in a fast-paced environment.