[Digital Bank] Unit Head of Customer Service

FE CREDIT
Location

Ho Chi Minh

  • Salary

    Competitive

  • Experience

    4 - 5 Years

  • Job level

    Manager

  • Deadline to apply

    31/08/2020

Benefits

  • Insurance
  • Incentive bonus
  • Healthcare
  • Training Scheme
  • Salary review

Job Description

Objective

To assist in the development and management of customer service center / call center of übank, digital bank of VP Bank. Assumes full responsibility for development of customer service function . Brings innovation to the business, continuously strives for keeping operational competence on top level, maintains organization of operations effective and well managed

Key Responsibilities

Primary Responsibilities

  • Establish work methodologies and organizational infrastructure (e.g. service standards, operating policies, authority delegations etc.)
  • Supervise, guide and monitor development of policies and procedures for each task / activity for the department., including related time standards and controls (e.g. maker / checker etc.)
  • Develop training, monitoring and controlling procedures
  • Management of agreed processes for compliance with related policies and procedures
  • Management of outsourced service partners for service center
  • Customer service standards and delivery quality

Key roles

  • Develop and launch customer service center for übank both in-house and outsourced
  • Manage and develop customer service for übank towards:
  • Efficiency through application of new technologies and management methods
  • Effectiveness through application of the right approaches and procedures
  • Fulfilling of KPIs and other business objectives

Job Requirement

Background

  • Masters degree holder, preferably in business
  • At least 5 years experience in management of modern, technological and efficient customer service center
  • Must have led or be instrumental in development of  technologically advanced customer servicing
  • Experience of setting up a new business or new venture is a plus

Skills

  • Strong management skills
  • Strong business acumen.
  • Strong Organization skills.
  • Passion for continuous improvement and continues development of quality and efficiency via technology

More Information

  • Age: Unlimited

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