Head, Call Centre recruitment

· Head Singapore Call Centre function
· Focus on Signature Priority Banking customer segment
· Excellent customer service and leadership skills

ANZ is accelerating the growth of its business in Asia. We realise that our greatest asset is our people. That is why we are creating a unique climate of inspiration, leadership, values and great opportunities that will enable the best in the market to thrive as part of our diverse team.

This senior position will be responsible for the direct leadership of the Singapore call centre team in delivering on all components of the SG Contact Centre balanced scorecard. This will comprise Financial (productivity, expenses, cross-sell, FTE), Process (re-engineering, risk compliance), People (staff engagement, development and performance management) and Customer (customer satisfaction, loyalty) metrics, with focus on the Signature Priority Banking customer segment. This role reports into the Head of Singapore Platform Delivery Channels.

The role holder will drive the achievement of agreed financial targets, manage operational costs to achieve agreed targets and contribute to the achievement of cost task by managing CC Service cost outcomes. You will work towards creating an environment that enables customers to receive the quality of service promised, thereby contributing to the Operational Plan and ensure best practice procedures are disseminated and contribute to service excellence.

The incumbent will position SG Contact Centre as a customer service leader in Contact Centres and contribute to the development of Contact Centre Sales and Service Strategy. Identifying and implementing process improvements will maximise the effectiveness of the Retail Servicing Operating model. It is also important to recruit, develop and manage the performance of direct reports so they have outstanding mix of product, technical and soft skills.

Qualifications:

This senior role will require candidates with 12 years of work experience in a Bank/Financial institution with at least 5 years managerial experience in Customer Service (voice and non-voice). A highly motivated and result driven individual with excellent customer service skills will be perfect for the role. Excellent leadership skills, interpersonal skills, negotiation skills and communication skills will be mandatory. Tertiary qualification in Accounting/Finance/Banking/Business Management will be preferred.

This is an opportunity to undertake a role offering exceptional opportunities for professional development with a broad range of career paths.

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