If you are looking to excel and make a difference, take a closer look at us…

The Head of Contact Center's key responsibilities are to manage the best practices of Contact Center, Alternative Channels and Customers Advocacy to meet with the Bank's vision on delivering a superior value proposition across these channels, to continuously improve service gaps and highlight service delivery issues to respective business owners for improvement in enhancing overall customer experience on digital initiative. The successful candidate will report to the Head of Group Operations.

Job Responsibilities:

Functional

1. Contact Center

• Manage Hong Leong Contact Center team of Inbound Calls from both Service and Sales Hotline as well provide strategic leadership to support portfolio growth of staff development and customers.

• Responsible for identifying and evaluating feedback/analysis from the Bank’s Product/Business owners and deploying the latest contact center technology to drive quality improvement opportunities and provide a seamless experience to customers.

• Act as “Service Champion” to drive operational efficiency with cost reduction of call centers through proactive identification of project opportunities and track service metrics focusing on customer centricity ensure our services meet industry standards. 

2. Alternative Channels

• Handle Alternative Channel teams in various modes of communications with customers including social media and contact center fulfillment and superhead identification of customer’s dissatisfaction with appropriate course of action.

• Continuously monitor the daily operational requirements within the teams to ensure staff meets work performance benchmark/KPI set ie. Quality of work, Service Level, Turnaround Time (TAT) and Productivity.

3. Customer Advocacy

• Lead the centralized bank wide complaint management unit to coordinate, handle and monitor complaint end-to-end resolution for complaints/feedback received from all channels within and outside of the Bank (including but not limited to: customers, regulators, internal stakeholders, government officials) in accordance with policies.

• Responsible for the effectiveness and efficiency of the Voice of Customer Management System for development and implementation of projects/processes that are relevant to safeguarding customers’ interests.

• Ensure the respective stakeholders comply with the Terms of Reference of both OFS (Ombudsmen for Financial Services) and SIDREC (Securities Industry Dispute Resolution Center) process bank wide to drive better quality products and services.

Managerial 

• Positive mind-set to strive for excellence and provide superior results for our shareholders in terms of strategic cost management and financial goals. 

• Provide superior leadership support and recognize the quality traits to excel in all aspects of customer service to achieve desired business goals. 

• Foster the culture of team spirit to promote harmony and encourage active participation in team/unit/department activities for workplace improvement.

Job Requirements:

• Malaysian citizen.

• A recognized degree of any discipline with 5 years and above Customer Service/Operations experience in the banking industry.

• Working proficiency in English (written/spoken) and Microsoft Office application.

• Detail oriented analytical thinker with excellent customer service traits and strong leadership qualities to manage both frontline and backend team.

Realise your full potential at Hong Leong Bank by applying now.