Service Manager

POSITION SUMMARY:
Oversee the workflow of large scale banking data processing BPO teams in Hochiminh and CanTho. Ensure smooth operations, strong customer satisfaction, and timely delivery of banking service processing. Guide and support staff, resolve complex issues, and take ownership of project performance
1. Project management
− Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)
− Make sure new projects are implemented successfully, by:
− Provides expert understanding of banking services (focusing on payment processing, lockbox management areas, processes and equipment)
− Join training sessions with customers to gather their requirements
− Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals
− Coordinate with other relevant people/departments for project testing/UAT and transfer the knowledge to related people through training
− Support/supervise Service Assistant during project running
− Monitor project on a daily basis and make improvements/adjustments when needed
− Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved
2. General management
− Provide accurate and timely information for related departments when required
− Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects
− Cooperate with Operations Management unit to have proper resource planning
− Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency
3. Others
− Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed
− Escalate to higher management for anything which is beyond authority or poses risks to the projects