AVP, Senior Customer Relations Manager, Customer Centre, Group CSH, Group COO

Role Overview:

This role is responsible for the management and development of the Customer Relations team in order to ensure a high standard of service is always provided to both internal and external customers. 

Key Responsibilities:

Oversee the day-to-day operation of the Customer Relations Team 

Ensure RED service standards are embedded in all our customers’ interactions 

Ensure performance key targets, SLAs and KPIs are achieved 

Ensure all stakeholder reporting is within timescales and guidelines 

Identify root cause of complaints and opportunities to take proactive measures to enhance customer experience 

Identify VOC trend and make timely recommendation on staffing and scheduling to ensure the team is adequately staffed 

To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery. 

Direct reporting to Deputy Head of Customer Relations 

Supervisory relationship to 12 or less CRM. 

Requirements:

Min 5 years’ experience managing telephony operations or online services 

Experience managing complaints across large customer base 

Experience in managing senior management and regulators 

Experience in Process Improvement Events 

Experience in leading a team of officers 

Core Competencies:

Good customer management skills 

Strong leadership skills to manage and lead different individuals who deal with challenging situations every day 

Positive, self-motivated and meticulous individual who has a clear and focused mind when handling negative customer VOC 

Ability to identify and address unstated needs of customer 

Strong focus on customers and business 

Excellent written and verbal communication skills and ability to communicate with people of different groups and levels of management 

Ability to think for the customer and not accept status quo 

Strong people skills. 

Location: DBS Asia Hub

Job: Customer Service

Schedule: Regular

Employee Status: Full time