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.
Requirements
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
