Customer Service Manager

Job Responsibilities Service Quality Measurement • Embrace standard models of “service excellence” for customer engagement, sales and service processes, customer communications and premises management • Ensure zero defects for all documentations in wealth sales, loans and account opening • Operational Risk Management & Control Deliverables • Ensure full compliance to the laid down procedures and processes and exercise due diligence to prevent both internal and external fraud • 100% passes for all processes and audit reviews Sales Support Deliverables • Provide operational support to sales staff including guiding them on the Bank’s policies and procedures on operational matters HR Deliverables • Monitors performance and progress of relationship officers on assigned tasks • Ensure sufficient staffing needs through effective planning of leave and off days’ schedule • Ensure all staff meet their minimum training requirements • Equip new and existing staff with the full Sales & Service framework Requirements: • Results-oriented and customer-focused • Passion for customer service, including resolving customer complaints • Good communications and inter-personal skills with both internal and external customers • Good operational knowledge of premier banking • Good leadership skills that will inspire high performance from staff • Minimum 3 years relevant banking experience and in similar capacity is preferred