Job Purpose:
This
role is responsible for leading a high-performing team of Inbound Customer
Support Agents within the Equity Service Centre, with full accountability for
daily operations across digital financial services. This role is critical in
ensuring seamless, high-quality service delivery and driving operational
excellence to exceed customer expectations. As the frontline leader, the role
holder provides clear direction, continuous coaching and performance oversight,
ensuring the team consistently meets and surpasses customer satisfaction,
efficiency and productivity targets.
Key Responsibilities
Team Leadership and Performance Management
- Lead a team of agents, ensuring they meet
individual and team performance targets.
- Conduct regular one-on-one coaching sessions,
team meetings, and performance reviews to provide feedback and guidance.
- Motivate and inspire agents to deliver excellent
customer service and meet or exceed KPIs.
Operational Oversight
- Monitor real-time team performance, call
handling, and queue management to maintain service levels and optimize
resource allocation.
- Address escalations and complex customer issues,
ensuring timely and satisfactory resolution.
- Ensure adherence to OSH, bank & contact
centre policies, processes, regulatory and compliance requirements.
Training and Development
- Identify training needs within the team
and collaborate with the CX Knowledge Management Team and the Finserve
Operations Team to enhance skills, product knowledge, and customer service
capabilities.
- Onboard and mentor new agents, ensuring a smooth
transition into the team and alignment with service expectations.
- Promote a culture of continuous learning and
improvement.
Customer Experience Management
- Ensure that agents consistently deliver
high-quality, personalized service to mass market customers across
multiple touchpoints.
- Monitor and improve customer satisfaction by
identifying and addressing gaps in service delivery.
- Provide support and guidance to agents in
handling challenging customer interactions.
Reporting and Insights
- Track and analyze team performance metrics,
providing regular reports to the Manager, Retail Support.
- Use insights into performance data and customer
feedback to recommend and implement improvements.
- Participate in daily or weekly briefings to
communicate updates, share performance results, and align team objectives
with departmental goals.
Compliance and Risk Management
- Ensure that all team activities comply with
regulatory, risk, and operational standards.
- Monitor potential risks in customer interactions
and implement corrective measures where necessary.
Qualifications
Qualifications & Experience
- Bachelor’s degree in finance, Accounting,
Economics, Business Administration, Computer Science, Information
Technology, Engineering equivalent from a recognized institution of higher
learning.
- Minimum of 2 to 4 years’ experience in service
centre environment.
- Two (2) years of experience in a supervisory
role is an added advantage.
- Proficiency in IT and contact center systems
- Knowledge in Banking operations is an added
advantage.
Key Competencies & Skills
- Supervision and Coaching
- Customer-Centric Mindset
- Analytical Thinking
- Communication Skills
- Problem-Solving Skills
- Time Management
- Adaptability and flexibility to thrive in a
fast-paced and evolving work environment
How to Apply
