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VP, Team Lead, Operations Manager, Customer Centre, Technology & Operations
DBS Bank Limited
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VP, Team Lead, Operations Manager, Customer Centre, Technology & Operations

DBS Bank Limited

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Details
Posted:
March 19, 2023
Location:
Singapore, Singapore
Salary:
Open
Type:
Full Time
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.

Responsibilities

Operational Management
  • Operational readiness at all times and to manage day-to-day Customer Centre performance service metrics and standards, ensuring Service level is met consistently.
  • Work closely with Workforce Management Team to ensure effective resource planning and optimization to meet service level objectives.
  • Manage teams and ensure that business processes are performed in accordance with bank's policy, procedure and MAS guidelines.
  • Select, manage and evaluate staff performance to ensure operational success and effective cost management.
  • Work closely with Risk team to ensure accuracy and compliant in all areas.
  • 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.
  • Work closely with People Operations, Training and Customer Relations and VOC Management team to maintain the Centre's certification standards.
People Development & Engagement
  • Demonstrate success in mentoring, coaching and developing direct and indirect reports for progression and encourage continued learning opportunities
  • Motivate and enable high performing and customer-centric teams
  • Prerogative to come up with initiatives/ campaigns to engage and encourage fun at work
Improvements & Innovation
  • Evaluate operational effectiveness regularly and identify opportunities for improvement
  • Represent Customer Centre in Horizontal Organization to be the Voice of Customers
  • Support/ lead process improvement initiatives and identify broken journeys.
Requirements
  • Degree Holder
  • At least 3- 5 years of proven team management experience in a Contact Centre environment, preferably in a banking industry
  • Strong knowledge in Contact Centre operations, standards, measurements, and metrics
  • Knowledge in banking products (multi skilled trained) and industry certification standards such as COPC will be an added advantage
  • Agile and flexibility in work deployment and projects when business needs arise
  • Passion for people development and engagement
  • Ability to champion change and is innovation-oriented
  • Resilient and effective problem-solving skills
  • Proficient in MS Office
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.

Internal Number: 19054699
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