Team Lead, Contact Centre, Consumer Banking Team Lead, Contact Centre, Consumer Banking …

DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
See job description for details
Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities:
  • Plan, lead and manage the frontline teams with key functions including Credit Card /Unsecured Loan and Merchant Services and Social Media Enquiry / Services
  • Play a key role in driving digital adoption in customer center and to participate in implementing transformation contact centre new technology
  • Manage the daily operation of the Customer Centre, which includes partnering with Workforce Management to ensure effective resource & capacity planning to cope with the demand, implementing customer centre operation strategies and operations, carrying out the need assessments, performance management & talent development and other operational assignments.
  • Monitor calls to improve quality, minimizes errors and track operative performance
  • Ensure smooth operation of the teams, deliver the committed financial result and performance standards in T&O and maximize staff productivity and exceed customers' expectations in delivering excellent customer services
  • Cope with business growth and opportunities on investment and technological advancement, the position will align the teams to fit into overall sales and service strategies and objectives in T&O as well
  • Drive digital adoption and transformation for customer services and processes and reduce the manned call volume to achieve target demand management and KPIs
  • Obtain appropriate delegation of authority to designated staff to improve work efficiency and improve customer's satisfaction.
  • Participate in various business project, and to provide ideas and suggestions for the best outcome
  • Explore opportunities for cross-buy for business or service and referring prospects to relevant sales team in order to increase revenue of the Bank and monitor the team to achieve the cross-buy target
  • Recording statistics, the performance levels of the centre and preparing reports
  • Handling escalated customer complaints
  • Reviewing the performance of staff, identifying training needs and planning training sessions with related business support teams
Requirements:
  • Post-secondary with minimum 15 years' relevant experience in banking, credit card or call centre industry, with thorough understanding on respective practices and regulations, and at least 8 years in a managerial role.
  • Sound knowledge in consumer banking / credit card products/merchant services; operations and regulations.
  • Good understanding on call center systems, infrastructure, and MIS reporting tools.
  • Initiative, positive, able to work independently & highly motivated
  • Good people management, interpersonal, communication and listening skills.
  • Strong analytical, decision making and problem-solving skills.
  • Result-and customer-oriented
  • Mature and positive character with strong leadership skill and ability in interacting different level and behavior of staff.
  • Proficiency in PC applications
  • Proficiency in spoken / writing skills in both English and Chinese
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
We regret only shortlisted candidates will be notified.
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