Manager, Corporate Client Services

Job Description

Job Responsibilities

Ensures highest standard of service delivery to our customers.
Monitor and respond to incoming calls/emails/social media platform/written correspondences
Resolves CSO and customer issues
Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
Conducts monitoring and coaching sessions
Provides on-the-job training and mentoring.
Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
Involve in Department project
Identifying areas for improvement and implementing process enhancements

Job Requirements

Bachelor’s degree with 5 to 7 years of working experience in Contact Centre
Good People Management skills
Great communication skills
Adhere to Bank Policy and ensure SLA are met Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.

See also