Citi Contact Centre Head in Singapore, Singapore

  • Primary Location: Singapore,Singapore,Singapore

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17063867

Description

Key Responsibilities:

Quality, Productivity, Transformation, In-bound Sales Leveraging, Customer Satisfaction and Compliance

  • Manages call center operations & the support functions, including customer complaint / escalation handling and correspondence and chat unit

  • Manages governance of key performance metrics of off-shore teams and functions

  • Develops programs and action plans to meet service, sales, productivity, expense and digitization goals

  • Recommends and implements the operations plans and objectives in line with the overall business plan

  • Manages process re-engineering and ‘best practice’ success transfers in the assigned business groups to improve client satisfaction and productivity improvement

  • Partner with product, decision management, digital banking, customer experience management to achieve business goals

  • Proactively identifies weaknesses in areas related to required controls, policies and processes to ensure compliance with policies & procedures along with regulatory requirements

  • Knows the external / internal customers and determines their needs through surveys and discussions

  • Use customer satisfaction survey to drive improvements in the customer service delivery

  • Maintains active and open lines of communication with business partners, peers and communication (related to policy, procedural or workflow alterations)

  • Establishes and implements operating plans (12-18 months into future) especially digitization efforts to achieve business goals

  • Effectively manages the processes to maintain control of the incidence of fraud and potential deterioration of financial results

  • Leverages on technology to improve efficiency and productivity whilst at the same time maintains a controlled environment

Qualifications

Qualifications and Competencies:

  • Senior financial professional with at least 7-10 years experience in a leadership role, preferably managing high-volume call centre

  • Strong leadership, interpersonal and relationship-building skills are required

  • Strategic and forward-looking in driving transformation / changes and system / process improvements

  • Excellent analytical and organizational skills

  • Candidate is expected to be a strong team player and work effectively in cross-organisation relationships

  • Highly effective written and oral communication skills