Key Accountabilities (1)
COROPRATE SUPPORTING SERVICES
- Providing support to BB clients and BB Branches ONLY through client transactional journey ((PRE-Transaction --> IN-transaction --> POST-Transaction) across the bank's products v services as set in the service standards and/or promised by the Bank under business programs/ agreements, including handling feedback/complaints.
- Being the senior skilled agents (2nd layers in service v support flow starting from the single-contact-point, so called Client Contact Center (CCC)
- Act as technical experts to provide guidance, instructions, supporting to Clients in preparing transaction requests so they can make transaction requests successfully. (PRE-Transaction journey)
- Support, update client re transaction status, additional supporting docs/info, exceptional approval requiredacross GTS products / services v lending (IN-Transaction journey)
- Support, update client re transaction status, additional supporting docs/info, additional services requiredacross GTS products / services v lending (POST-Transaction journey)
- Ensure all enquiries v supporting requests are answered/resolved in compliance with the Bank's v legal regulations
- Full compliance and achievement in service standards offered/agreed to each rainmaker
- Periodic consolidate service v support request report including statistics of service SLA, support quality, clients feedback/comments, etc
IN ORDER TO achieve a team with high caliber to deliver excellent service quality under TCB corporate service charter.
Key Accountabilities (2)
CORPORATE SERVICE QUALITY MANAGEMENT v MONITORING
- Monitor GTS service across the bank's products v services as set in the service standards and/or promised by the Bank under business programs/agreements and ensure those are met by other functional teams (Chain coordinator)
- Oversight and support Client support service team in solving complicated client issues including involvements of multi-functional teams and where technical / exceptional solutions required
- Be responsible for all clients issues including consulting, supporting clients in preparing transaction requests, information / supporting docs required, etc..including handling feedback/complaints.
- Lead and coordinate functional teams involved in transaction processing steps with objectives of meeting service standards agreed with Clients, risks are controlled/mitigated, compliance objectives are achieved. Periodic consolidate service v support request report including statistics of service SLA, support quality, clients feedback/comments, etc.
IN ORDER TO reduce breach of service quality and achieve high client satisfaction and loyalty
Key Accountabilities (3)
CORPORATE SERVICE QUALITY STANDARD MAINTENANCE
- Accountable to deliver client service standards for GTS related activities for all clients and coordinate the service delivery team and other internal stakeholders (GTS Service Managers, Service standard/policy make, etc.) to develop clients service proposition and manage clients service needs, identify opportunities and deliver the Bank's services post successful mandate of the clients.
- Ensure optimum service delivery by monitoring of transaction dashboard and proactive review of client data
- Uphold good conduct - ensure full compliance with regulations, policies, and procedures
- Support in reviewing the process of consolidating service process and transactions and provide advice on improvement of service standards
IN ORDER TO ensure adherence to TCB's superior service culture
CORPORATE SERVICE QUALITY ENHANCEMENT
- Responsible for gathering Voice of Customer (VOC) (feedback) from key accounts in terms of service and sales capabilities offered by GTS, and to collate and report back the findings to the GTS Service Director and other key stakeholders to make aid in decision making
- Manage corporate relationships and encourage client providing feedback on the service quality
- Logging and handling of non-standard enquiries and liaise with the other functional teams to resolve.
- Gather feedback from client / conduct service reviews with selected clients and identify and close gaps between clients needs and service delivery
IN ORDER TO optimise customer satisfaction, retention and proactive client engagement
Success Profile - Qualification and Experiences
- Qualification: Bachelor's degree or its equivalent and a relevant professional qualification will be beneficial (i.e. not required) in data analytics, marketing, or project management
- Experience: 6+ years of relevant experience in a coordinating role in the frontline units of a business with a large portfolio of customers
- English: TOEIC 650 or equivalent
- Technical Knowledge:
- Comprehensive product/process knowledge and market trends and best practices on maintaining and enhancing service standards in both physical and digital channels
- Ability to apply questioning skills for in-depth analysis of attitudes, situations, problems and priorities to determine optimum strategy on how to deal with them
- Demonstrate an experience in leading an effective cross functional team
- Excellent communication skills and assertiveness and strong sense of initiative
