projects and Technology lead
Primus's Client - United Overseas Bank (Vietnam) Limited (UOB)Địa điểm làm việc: Hồ Chí Minh
Hết hạn: 25/04/2024
- Chi tiết công việc
- Giới thiệu công ty
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Mô tả công việc
• Lead the call center in digital initiatives including phone systems (IVR) as well as process simplification projects to achieve the digital goals and call volume offload goals
• Lead the team in new technology projects including testing, rollout, incident management and follow-up
• Assist Customer Service Head in providing effective and efficient service to ensure meet TSF target and sales, where applicable, to ensure customer satisfaction thru ensuring systems and infrastructure management
• Lead, motivate, support and develop a team of Officers to achieve the performance goals of the team and call center.
• Work with Call Center management team in communicating and managing day-to-day issues in the Call Center and liaising with customers and clients, where appropriate.
• Handle customer complaints and implement positive actions to resolve conflict to maintain the relationship and goodwill of the customer.
• Adapt to changing service requirements and keep all team members informed of change in policy, procedure, product and the servicing of campaign
• Coach, train and develop team members to effectively align team capabilities with current and future business needs.
• Proactively manage manpower staffing and resources to minimize any adverse impact to the business and ensuring compliance with bank policies and procedures.
• Recommend new work procedures and contribute to the development of new customer service techniques, models, and plans
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Lead the team in new technology projects including testing, rollout, incident management and follow-up
• Assist Customer Service Head in providing effective and efficient service to ensure meet TSF target and sales, where applicable, to ensure customer satisfaction thru ensuring systems and infrastructure management
• Lead, motivate, support and develop a team of Officers to achieve the performance goals of the team and call center.
• Work with Call Center management team in communicating and managing day-to-day issues in the Call Center and liaising with customers and clients, where appropriate.
• Handle customer complaints and implement positive actions to resolve conflict to maintain the relationship and goodwill of the customer.
• Adapt to changing service requirements and keep all team members informed of change in policy, procedure, product and the servicing of campaign
• Coach, train and develop team members to effectively align team capabilities with current and future business needs.
• Proactively manage manpower staffing and resources to minimize any adverse impact to the business and ensuring compliance with bank policies and procedures.
• Recommend new work procedures and contribute to the development of new customer service techniques, models, and plans
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Yêu cầu công việc
• 5-8 years of relevant experience
• People management experience, Call Center management experience
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
• Proficient project management skills, effective written and verbal communication and presentation skills
• Bachelor's/University degree or equivalent experience
• People management experience, Call Center management experience
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
• Proficient project management skills, effective written and verbal communication and presentation skills
• Bachelor's/University degree or equivalent experience
Quyền lợi được hưởng
Salary and bonus commensurate with ability
Thông tin khác
Ngày Đăng Tuyển
26/03/2024
Cấp Bậc
Trưởng phòng
Ngành Nghề
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng - Call Center
Lĩnh vực
Ngân hàng
Kỹ Năng
Project Management, People Management, Call Center Management, Staff Coaching, Customer Handling
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
26/03/2024
Cấp Bậc
Trưởng phòng
Ngành Nghề
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng - Call Center
Lĩnh vực
Ngân hàng
Kỹ Năng
Project Management, People Management, Call Center Management, Staff Coaching, Customer Handling
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
Nộp hồ sơ liên hệ
Primus's Client - United Overseas Bank (Vietnam) Limited (UOB)
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