Position Overview
Job Description - AVP, Senior Customer Relations Manager, Customer Centre, Consumer Banking Group Operations (WD71742)
Role Overview - Manage customer escalations and complaints received by CEO Office, Senior Management, regulatory bodies such as MAS, ABS, FIDReC etc on service issues, identify opportunities and propose ideas/needs for process improvements and coaching
- Responsible for end‑to‑end management and the governance of customer service issues, including investigation, listening and understanding customer’s needs, proposing solutions/alternatives to customer issues, identifying process improvements or coaching needs and to lead and render guidance to customer relations managers and L2 escalations specialists.
Key Responsibilities - To achieve individual/team goals and targets
- To adhere to professional standards of behaviour and conduct in dealing with internal and external customers
- To proactively ...