• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 18 Nov 17

Service Delivery Head

Service Delivery Head

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 17067647


Description

  • Managing budgets and maintaining the cost and the operating positive leverage 
  • Ensuring timely hiring, reduce attrition and facilitate talent retention 
  • Maintained a pristine control environment that includes all internal and external audits 
  • Build a world calls team with the high productivity on both service and cross-sell 
  • Responsible to meet all key deliverables that include service level, VFM and customer satisfaction scores 
  • Managing regulatory escalations from Monetary Authority of Singapore, FIDRec, CASE and Association of banks in Singapore 
  • Ensure timely handling of all escalated complaints by the specialist team and no delay in response to the clients
  • Delivering satisfactory audit ratings and ensuring audit readiness at all times 
  • Implement customer follow up solution for Contact Center for better customer experience 
  • Responsible for NPS, FCR and representative satisfaction metrics for contact center
  • (FCR- First call resolution, NPS - net promoter score)
  • Responsible for SG country contact center voice biometrics registration and authentication goals


Qualifications

  • Min 8-10 years of experience in team management
  • Min 8-10 years of experience in customer service/ complaints management
  • Strong/proven people management skills
  • Strong networking skills and ability to work with multiple stakeholders in the business.
  • Strong written and verbal communication.
  • Bachelor's degree, or above