Director, Head of Customer Service

Primary Objectives
• Monitor/ Observe customer service activities national wide including Customer Service team and Call center team and report to direct Manager monthly.
• Simplify process, procedures to enhance service quality to bring the best customer experience.
Main responsibilities
1. Customer Services Operations:
• Review all current procedures and update accordingly to be in line with HSC's strategy; Provide the best quality services of HSC to enhance customer experience.
• Improve quality services of Call center.
• Communicate to clients directly to solve their enquiry, complaints once the issues escalated.
• Receive Customer's feedback to improve our quality services.
2. Customer Service Program & Operations Projects:
• Lead the full process from planning, execution and monitoring of all major customer service & operations initiatives.
• Lead Operational Process Improvement with strong focus on Cash Management - design and implement initiatives to reduce cost, increase processing speed, mitigate fraud risk and optimize cash holding
• Oversee the rollout and continuous enhancement of Security across all customer authentication touchpoints, ensuring regulatory compliance and seamless customer experience.
• Contribute to the development of the CRM system - support feature development, advanced customer segmentation, and customer journey automation in collaboration with the others functional teams.
• Work with relevant departments to build up new products (if any).
3. Team Development:
• Develop and manage the operating budget for Customer Service and assigned projects
• Build a high-performing team with strong middle management layer and a culture of service excellence.