• Competitive
  • Singapour, Singapore
  • CDI, Plein-temps
  • OCBC Bank
  • 13 déc. 17

Channels Manager – Customer Service Unit, Emerging Business

Channels Manager – Customer Service Unit, Emerging Business

  1. Optimising the service delivery channel mix for SME customers
    • Review and understand customer behavioural patterns based on interactions with key service channels / touch points
    • Drive channel, product or process initiatives to foster synergy & effective usage amongst branches, contact centre & internet banking through product / service partners
      • Monitor branch transactional / servicing activities to improve productivity
      • Track SME service request via channels touch points
      • Review internet banking features & capabilities for enhancement
      • Review Internet Website, Offsite QCDs, CDMs and ATMs as part of total service channels suite
  2. SME Banking Service Excellence Framework
    • Drive and spearhead service differentiation improvement initiatives based on different customer profiles (Valued, Profitable and Mass) within SME banking
    • Work with Partners to conduct Customer Surveys and to enhance the product offerings
    • Monitor SME customers' satisfaction scores at touch points and provide insights on findings
    • Review SME segment service offerings based on service excellence framework


Qualifications
  • You must be passionate about customer service, possess good verbal and written communication skills and be able to work independently with excellent interpersonal skills.
  • A strong "can-do" mindset with strong analytical, evaluative, and problem-solving abilities are at all times essential.
  • You should preferably have a degree or diploma with work experience in a Banking or Customer Service environment.