Job Description
Directly supervise a team of client services associates to ensure the highest quality of service possible through providing excellent solutions for customer’s inquiries/incidents, assigning work to the team and setting priorities to ensure efficiency and productivity .
Responsibilities:
Manage the day to day operation including process escalating, quality checking , defining support strategy, setting and hitting KPIs.
Improve the customers’ experiences by understanding and focusing on demand management, measuring KPIs & driving the necessary actions for improvement.
Ensure customer expectations are achieved/exceeded through excellent customer service.
Support the associates on providing accurate, efficient resolutions to complex escalated customer issues.
Provide leadership, coaching and mentoring to inspire, guide and empower team members to achieve operational goals.
Ensure the service channels are managed appropriately on ongoing basis (calls, chats, cases, social media channels and complaints), knowing and using the reports/numbers in the MIS to drive performance
Support effective communication across the departments and create a positive work environment.
Provide regular, transparent feedback and reporting on team performance to Supervisor/Manager/Head of Department.
Stay up to date on the latest industry trends, technology and best practices.
Qualifications
Bachelor’s degree or above with min. 5 years of relevant working experience in financial service sector
A sound understanding of asset classes such as FX , stocks, CFD etc
Broad understanding of KYC, trading and post trade services
Strong understanding of client service
Strong organizational skills, able to prioritise tasks and time based on the given KPI and objectives
Compliant with regulations
Able to work on scheduled public holidays and scheduled shift hours if needed
Applicants who are keen to apply, pls send your resume to :
apply@aeon-search.com
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