Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
This role is responsible for the management and development of the Customer Relations team in order to ensure a high standard of service is always provided to both internal and external customers.
Responsibilities
- Oversee the day-to-day operation of the Customer Relations Team
- Ensure RED service standards are embedded in all our customers’ interactions
- Ensure performance key targets, SLAs and KPIs are achieved
- Ensure all stakeholder reporting is within timescales and guidelines
- Identify root cause of complaints and opportunities to take proactive measures to enhance customer experience
- Identify VOC trend and make timely recommendation on staffing and scheduling to ensure the team is adequately staffed
Working Relationships
- Direct reporting to Deputy Head of Customer Relations
- Supervisory relationship to 10 – 12 CRM / CRS
- Working relationship with:
- Business Units
- Support Units
- Client Services Managers
- Operations including Operations Managers, Team Managers and
- Customer Service Officers
- Workforce Management Team
- Training Team
- Assurance Specialist
Requirements
- 3 - 5 years’ experience managing telephony operations or online services
- Experience managing complaints across large customer base
- Experience in managing senior management and regulators
- Experience in Process Improvement Events
- Experience in leading a team of officers
- Good customer management skills
- Strong leadership skills to manage and lead different individuals who deal with challenging situations every day
- Positive, self-motivated and meticulous individual who has a clear and focused mind when handling negative customer VOC
- Ability to identify and address unstated needs of customer
- Strong focus on customers and business
- Excellent written and verbal communication skills and ability to communicate with people of different groups and levels of management
- Ability to think for the customer and not accept status quo
Apply now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
