Assistant Vice President, Support Center VN
Key Responsibilities
Customer Experience & Service Excellence
Lead and foster a customer-obsessed culture, ensuring the high standards of customer experience (CX) across all support centre interactions.
Own and manage the end-to-end Customer Complaint Management process, including complaint handling, escalation resolution, root cause analysis, and implementation of corrective actions.
Monitor customer satisfaction metrics and drive continuous improvement initiatives to enhance customer experience.
Ensure achievement of service level agreements (SLAs), quality standards, customer satisfaction targets, and operational KPIs.
Conduct regular call/chat quality reviews and provide coaching to enhance service delivery and customer outcomes.
Inbound Service Operations
Lead day-to-day inbound service operations, ensuring efficient handling of customer enquiries across all support channels.
Optimize workforce planning, scheduling, and resource allocation to maintain service levels and operational efficiency.
Ensure consistent delivery of high-quality customer service and adherence to regulatory and operational requirements.
Monitor service performance and implement action plans to improve productivity, quality, and customer outcomes.
Outbound Sales & Campaign Management
Manage outbound sales and customer engagement activities to support business growth objectives.
Work closely with Product, Marketing, and Business teams to execute outbound campaigns, customer retention, cross-sell, and up-sell initiatives.
Monitor campaign effectiveness, sales conversion rates, and productivity metrics to drive continuous improvement.
Ensure outbound activities are conducted in compliance with regulatory and customer consent requirements.
Develop sales capabilities within the team through coaching, performance management, and best-practice sharing.
Support Centre Operations & Process Management
Establish, review, and continuously improve Support Centre processes to support evolving business objectives and customer needs.
Design and implement policies, procedures, and operating guidelines related to Support Centre operations, customer experience, complaint management, and sales activities.
Ensure all process changes are effectively communicated and implemented across the team.
Optimize resource utilization and workforce planning to support business growth and operational efficiency.
Digital Transformation & Technology Enablement
Work with Technology and Digital teams to define business requirements for improving Support Centre digitalization initiatives.
Support system testing, user acceptance testing (UAT), and operational enhancements.
Drive continuous improvement of self-service capabilities, including chatbot and digital support channels.
Ensure sanity check quality management for all Digital build before rolling out to customers
Identify automation opportunities to improve customer experience, operational efficiency, and sales effectiveness.
People Leadership & Talent Development
Lead, motivate, and develop Support Centre team members to achieve service, sales, and customer experience objectives.
Communicate clear performance, productivity, sales, quality, and behavioral expectations.
Provide regular coaching, feedback, training, and development opportunities to build team capabilities and support succession planning.
Foster a high-performance and engaged culture focused on customer centricity, operational excellence, and sales effectiveness.
Stakeholder & Governance Management
Act as the key point of contact for Support Centre, Customer Complaint Management, and Outbound sales related matters.
Collaborate with internal stakeholders to resolve operational issues and drive service improvements.
Ensure compliance with internal policies, regulatory requirements, conduct standards, and risk management frameworks.
Provide regular reporting and insights on customer feedback, complaint trends, service performance, sales outcomes, operational productivity, and improvement opportunities.
Job Specification
Degree in Banking/Finance/Business with above 7 years of relevant experiences with Support Center and team management
Experience in managing an in-bound call center team is required to be successful in this role.
Experience in managing digital service channels including live chat, email, social care are important.
Experience in call forecast/operation resource management is important
Technical/Functional skills
Knowledge of banking products and services are preferred.
User Acceptance Testing
Working knowledge of Call Center processes and systems
Identifying and analysing customer’s needs to give tailored solutions
Personal skills (Soft Competencies [Core/Leadership])
A careful and hardworking person displays patience and empathy
A highly organized and hard-working individual
Open mind and easily to connect with colleagues
A knowledge expert to teach/mentor others
Adaptable mind-set to work in fast-pace environment