VP, Operations, Client Services, Corporate Banking (Team Lead)
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 Lead a small but capable team to provide consistent and best-in-class service to a select group of high value customers and service customer requests on behalf of Relationship Managers Ensure that customer enquiries & requests are attended to, managed & resolved in timely manner Identify opportunities for process improvement and work with partners to bring into effect those improvement Handle IBG-wide customer complaints timely in accordance to the Complaints Policy & Operations Manual. Ensure that complaints form a key part of VoC; help drive preventive measures to avoid or minimize service or customer experience breaks. Ensure that complaints are presented & discussed in right forums to ensure continuous improvements. In a related function, strategize and operationalize within Business Care (BizCare) a Service Quality strategy that supports the business requirements Ensure call or interaction monitoring is rigorously carried out to minimize or zerorize lapses Develop a series of risk management program to build up the risk awareness and practices in BizCare in accordance to the risk policies of the bank Demonstrate a strong focus on risk self-awareness & governance Ensure that risk awareness addresses the holistic risks faced by the bank - reputational, safety, security, financial and customer-related Be the key interface to the risk community - whether IBGO, T&O or regional Working with different stakeholders on improvement projects may include Customer journeys / employee, demand management projects, process improvements, technology-related or digitization Requirement Bachelor Degree Holder Min 8-10 years' experience in operations preferably in a customer / Call Centre or operational environment Analytical, able to draw trends & interpret statistics. Overall comfortable with numbers. Previous experience in business modelling, business case justification, financial planning / management is an advantage Strategic & exhibit critical thinking - able to see trends and draw conclusions from data & findings; able to support decision making process strategically by framing options with pros & cons, with foresight & big picture in mind Fast & effective learner - able to grasp & apply concepts such as "failure demand", ZCR (Zero Call Resolution), SSB (Self-service Banking) & FCR (First Call Resolution) Good presentation, communication & articulation skills - equally effect with an "elevator pitch" as in a presentation to senior leadership Able to manage stakeholders well, experienced in managing conflicts. Ability to work in ambiguous environment is a plus Able to communicate well in English 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.