Head of Customer Services

• Propose strategies and execute actions on improving service quality at frontline
• Setting overall functional CS objectives and direction to maximise the efficiency and effectiveness of front-line services activities
• Manage frontline team nationwide to deliver expected service standards
• Compile, review and update process/procedures/guidelines to make sure more streamline but the risk control is fully put in place
• Effectively implementing and monitoring following CS framework, especially with CoE functions
• Conduct fundamental trainings to consolidate/improve staff's soft and hard skills
• Inspiring, assigning tasks and duties to staffs and managing staffs towards achievement of the Department targets and Company goals; training staffs and relating sections such as [protected info] to ensure that they fulfil their works effectively, developing and empowering staff for optimum performance
• Co-operating and maintaining relationships with related Departments and Government Offices & stakeholders (if any) to smoothly resolve CS issues
• Build and implement motivational activities to promote excellent and extra mile service
• Building the CS Operational budget and control the cost effectively
• Take a leadership role on ad-hoc projects to support the achievement of Division targets and Company goals assigned by supervisor.