Customer Service Manager - AVP

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. What you'll do 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 Who you are - 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 What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.