customer service Operations ManagerSecurity Bank

About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As a Customer Service Operations Manager, you will develop and drive objectives for the contact centre operations and service delivery model. You will execute effective resource planning and utilization to optimize capacity, technology and other capabilities that can enable achievement of service delivery requirements. You will effectively utilizes data to understand results, create new baselines and overall performance outcomes for future strategies and direction. And you will implement an effective People management approach and cultivates a culture of continuous development among team members.
How you'll contribute
Manage and monitor daily operations and service delivery across contact centre channels such as Voice or Non-Voice.
Strategize operating model and setting of key performance indicators or KRAs
Serve as tertiary point of escalation on elevated complaints or client concerns as endorsed by the Team Leader.
Review and circulate unit - wide reporting on results and performance per prescribed reporting coverage and frequency.
Drive key priorities to ensure targets and service level requirements are achieved.
Facilitate touchpoints and update meetings with partner channels to maintain alignment to process and procedures.
Partner with relevant functions to materialize improvement initiatives that enhance end to end processes, increase business efficiency and lift customer experience.
Coordinate or Escalate to partner channels pending actions to resolve complaints.
Serve as primary contact for all compliance or audit-related engagements.
Analyze CSAT results and collaborate with relevant functions in implementing customer centric processes to increase satisfactory ratings.
Conduct coaching and mentoring to Unit Head on performance as well as duty adherence; Create Development Plan for all direct reports.
Ensure accomplishment of all mandatory or prescribed learning courses by all resources in the unit.
Formulate engagement activities such as recognition programs and unit huddles.
What we're looking for:
Bachelor's Degree in any field of study
Must have at least 4 years experience as a Team Leader or Operations Manager
Experienced in program management
Well adept with Products, Processes and Policies of the Business function
Effective coaching and mentoring skills
Able to map customer-centric processes
Proficient in oral and written communications
Knowledgeable in MS Office applications
Good analytical and problem-solving skills ; Crisis management capabilities
Organizational and inter-channel communication capable
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Security Bank

Makati City, Metro Manila
Permanent
Full-time