Customer Assurance Operations Lead - Operations, MariBank
Job Description
Job Description
- Lead and manage a team of customer assurance agents, fostering a positive team environment and culture of excellence and continuous improvement.
- Support the Operations Department for internal governance, ensuring that the Operations processes and standards are in line with the Bank's risk and compliance requirements.
- Oversee the Bank's complaints handling, being responsible for the investigation, review and handling of complaints for the Bank.
- Conduct process and trend analysis to understand customer sentiment and root causes and drive areas of improvement in customer experience.
- Possess Bachelor's Degree or equivalent
- At least 2 years of people management experience in an Operations setting will be an advantage
- Prior experience with customer service and/or dispute handling in the banking / financial services sector is preferred
- Excellent verbal and written communication skills
- Ability to multi-task, prioritize and manage time effectively
- Strong analytical and problem solving ability as well as stakeholder management skills
- Good working knowledge of MS Office (Excel, Word)
More Info
Key Skills
About Company
Skills:
Aml, Excel, Ms Office, Word, CFT
Skills:
Excel, Ms Office, Word, Card Operations, Consumer Loan Operations