Customer Service Manager,Premier Banking - Employer Name

Job Reference: HH100
Employer/Agency: OCBC Bank
Location: Singapore
Experience:
Salary/Package: On application
Job Sector: General Management & Consulting
Date Posted:
Closing Date:

Roles & Responsibilities:


Service Quality Measurement
· Embrace standard models of “service excellence” for customer engagement, sales and service processes, customer communications and premises management
· Achieve average score of above 80% for BSI and above 60% for Customer Engagement Score
· Ensure the upkeep and maintenance of the branch premises and merchandising in accordance with prescribed standards
· 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
· Achieve at least a pass rating for OREI

Sales Support Deliverables

· Support the sales efforts of Premier Onshore Banking through active encouragement of referrals
· 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
· Implement programs to keep staff engaged and motivated. To improve Employee Engagement Score by 2% over last year’s score


Qualifications

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 branch banking
Good leadership skills that will inspire high performance from staff
Minimum 3 years relevant banking experience and in similar capacity

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