Customer Service Manager

Job Title: Customer Service Manager

Industry: Banking 

Location: kl

Experience: 5–10 Years

Job Summary

We are seeking an experienced Customer Service Manager to lead and oversee customer service operations within the banking sector. The ideal candidate will be responsible for ensuring exceptional customer experiences, managing service teams, improving operational efficiency, handling escalations, and ensuring compliance with banking regulations and internal policies.

Key Responsibilities

Manage daily customer service operations and ensure high-quality service delivery.

Lead, coach, and develop customer service representatives to achieve performance targets.

Handle complex customer complaints and escalations, ensuring timely resolution.

Monitor service levels, customer satisfaction scores, and key performance indicators (KPIs).

Develop and implement customer service policies, procedures, and best practices.

Ensure compliance with banking regulations, internal controls, and risk management guidelines.

Collaborate with branch operations, fraud, compliance, and product teams to resolve customer issues.

Analyze customer feedback and identify opportunities for service improvement.

Prepare and present operational reports, performance metrics, and customer insights to management.

Drive initiatives to improve customer retention, loyalty, and overall banking experience.

Manage workforce planning, scheduling, and resource allocation.

Support digital banking adoption by assisting customers with online and mobile banking services.

Mandatory Skills

Strong knowledge of banking products and services (Accounts, Loans, Cards, Deposits, Digital Banking).

Customer service management and team leadership experience.

Complaint handling and escalation management.

Understanding of banking regulations, compliance, AML, and KYC requirements.

Excellent communication, interpersonal, and stakeholder management skills.

Strong analytical and problem-solving abilities.

Experience with CRM systems and customer service tools.

Ability to manage KPIs, SLAs, and customer satisfaction metrics.

Preferred Qualifications

Bachelor's degree in Business Administration, Finance, Banking, or related field.

Certifications in Customer Service, Banking Operations, or Leadership are an advantage.

Experience managing customer service teams in retail banking, corporate banking, or financial services environments.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT) Score

Net Promoter Score (NPS)

First Contact Resolution (FCR)

Service Level Agreement (SLA) Adherence

Complaint Resolution Time

Employee Performance & Productivity

Customer Retention Rate