Customer Care Team Leader  

1. Recommends new work procedures and contribute to the development of process enhancements, customer service techniques, models and plans, as needed.

2. Resolves variable issues that are occasionally complex with substantial impact to the business and apply in-depth knowledge of policies and disciplinary knowledge of concepts and procedures within own area.

3. Conducts periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels.

4. Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding CIMB Bank PH, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

5. Develops leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning.

6. Evaluates team’s performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.

7. Creates and executes realistic action steps and timelines for the team with a strict attention to details and performance

8. Drives organizational change through innovation and process improvement, eliminating friction points for team.

9. Achieves team performance excellence to ensure high quality and high volume productivity

10. Recruits, hires and builds a team of highly productive candidates through coaching, collaboration and motivation of staff.

Qualifications:

• College graduate with at least 2 to 3 years of Contact Center experience in a banking or financial services environment
• Minimum 2 to 3 years experience as Customer Care Team Leader with strong track records
• Handled Banking related customer
  

Required Competencies and Skills:

• Strong communication and listening skills
• Strong analytical and investigative skills
• Strong problem solving skills
• Superior customer service orientation
• Data management skills
• Superior sense of urgency
• Excellent critical thinking skill
• Excellent writing skills
• Ability to identify and track relevant KPIs
• Fast learner and always aim for superior service quality