Business FunctionDBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).

Responsibilities:
Operational Management

• To conduct timely evaluation of CSO telephone services to ensure service quality.
• Manage customer’s feedback/complaints to ensure service recovery is performed in a timely and customer focused manner, followed up with proper coaching of staff.

People Development & Engagement

• Mentor, coach and develop direct reports for progression and encourage continued learning opportunities.
• Motivate and enable high performing and customer-centric teams.
• Establish a positive work environment
• Ensure all direct reports adopt and adhere to good management practices in accordance with HR & CCTR policies and procedures.

Improvements & Innovation

• Involve/ lead process improvement initiatives

Requirements:

• Clear Communication: Be able to speak and write in a way that customers and coworkers can easily understand.
• Good at Managing Time: Able to handle different tasks and know which ones are most important to do first.
• Problem Solving: Able to find solutions quickly when problems come up and make decisions that help customers.
• Attention to Details: Pay close attention to small details and make sure information is correct.
• Education: Must have a degree or similar qualification.
• Experience: At least 1 year working in a customer service job, like a contact center or helping clients.