• Competitive
  • Singapore
  • Permanent, Full time
  • OCBC Bank
  • 21 Feb 18

Customer Service Manager (AVP) - Premier Banking Asia (Offshore)

Customer Service Manager (AVP) - Premier Banking Asia (Offshore)

What you are:


Service Quality Measurement

  • Embrace standard models of "service excellence" for customer engagement, sales and service processes, customer communications and premises management
  • Achieve average score of above 80% for BSI and above 60% for Customer Engagement Score
  • Ensure the upkeep and maintenance of the branch premises and merchandising in accordance with prescribed standards
  • Ensure zero defects for all documentations in wealth sales, loans and account opening

Operational Risk Management & Control Deliverables
  • Ensure full compliance to the laid down procedures and processes and exercise due diligence to prevent both internal and external fraud
  • 100% passes for all processes and audit reviews
  • Achieve at least a pass rating for OREI

Sales Support Deliverables
  • Support the sales efforts of Premier Banking Asia through active encouragement of referrals
  • Provide operational support to sales staff including guiding them on the Bank's policies and procedures on operational matters

HR Deliverables
  • Monitors performance and progress of relationship officers on assigned tasks
  • Ensure sufficient staffing needs through effective planning of leave and off days' schedule
  • Ensure all staff meet their minimum training requirements
  • Equip new and existing staff with the full Sales & Service framework
  • Implement programs to keep staff engaged and motivated. To improve Employee Engagement Score by 2% over last year's score

Results-oriented and customer-focused

  • Passion for customer service, including resolving customer complaints
  • Good communications and inter-personal skills with both internal and external customers
  • Good operational knowledge of the premier banking business
  • Good leadership skills that will inspire high performance from staff
  • Minimum 5 years relevant banking experience

*LI-JK

Qualifications
What you have:
  • Results-oriented and customer-focused
  • Passion for customer service, including resolving customer complaints
  • Good communications and inter-personal skills with both internal and external customers
  • Good operational knowledge of branch banking
  • Good leadership skills that will inspire high performance from staff
  • Minimum 3 years relevant banking experience and in similar capacity