About The Team
This role focuses on improving banking customer experience, customer service agent productivity, and operational efficiency across the customer service function.
Job Description
- Responsible for the management of various Customer Service support functions such as system management, data reporting, and performance monitoring. These functions support the servicing of banking-related enquiries such as account servicing, payments, transfers, and card-related requests
- Key product owner for all systems used by the Customer Service team (including ticketing systems, contact centre tools, and chatbot solutions that support the servicing of banking customers)
- Collaborate with stakeholders to define system requirements, prioritize initiatives, review Product Requirements Document (PRD) and Business Requirements Document (BRD)
- Lead the rollout and enhancement of chatbot and manage a team of chatbot agents in ongoing iteration
- Drive system enhancements from end-to-end to improve user experience and efficiency
- Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
- 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
- Collaborate closely with Customer Service Operations, Development, and Technical teams to understand customer pain points, improve service processes, and enhance the overall customer journey
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
