AVP, Team Manager, Contact Centre, Technology & Operations AVP, Team Manager, Contact Centre, Technology &  …

DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
AVP, Team Manager, Contact Centre, Technology & Operations
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.

Role Overview
  • To lead, coach & manage a team of Customer Service Officers (CSOs)
  • To monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork
Responsibilities
  • To achieve individual goals & targets & service levels of the Customer Service Centre
  • People management - Demonstrate effectiveness in developing and coaching team members in meeting individual & team service standards, campaign targets
  • Motivate and enable high performing and customer centric individuals
  • To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
  • To ensure accuracy and compliant in all areas
  • Flexibility in work deployment and projects when business needs arise
  • To proactively identify opportunities and process improvements within Customer Centre. Support and lead operation improvement initiatives
Requirement
  • At least 2 - 3 years of work experience while showcasing leadership qualities, preferably in a Contact Centre environment
  • Comfortable to work rotating shift hours including weekends and public holidays.
  • Display strong leadership skills
  • Good interpersonal skills
  • Ability to champion the right culture with success
  • Mature with the ability to align to management decision and execute actions effectively andefficiently
  • Meticulous and patient
  • Professional and friendly disposition
  • Proficient in MS office i.e. Excel, Word, PowerPoint
  • Good product knowledge
  • Ability to handle Customer's complaints
Working Relationship
  • Direct reporting to Operations Manager
  • Supervisory relationship to 10-15 CSOs
  • Working relationship with internal support staff from other Business Units
Please note this position has split work team location across DBS Asia Hub and Asia Gateway. This role will be based either at DBS Asia Gateway (Toh Guan - next to IMM) or DBS Asia Hub (Changi Business Park) based on business requirement.
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.
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