Responsible for the management of various Customer Service support functions such as system management, data reporting, and performance monitoring.
Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
Key product owner for all systems used by the Customer Service team; drive system enhancements from end-to-end to improve user experience and efficiency
Manage a team of support agents in their daily BAU work
Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience
Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team
Requirements
Bachelor's Degree and above in any field
Strong written and verbal communication skills
Prior experience in contact centre support role or similar experience is a plus
Prior experience in banking / financial services is a plus
