Service Recovery Manager

  • Competitive
  • Kuala Lumpur, Federal Territory, Malaysia
  • CDI, Plein-temps
  • OCBC Bank (Malaysia) Berhad
  • 21 nov. 17 2017-11-21

Service Recovery Manager

• Operations Management
o Manage escalations to head of department and senior management.
o Draft letters/emails for escalated cases when necessary.
o Liaise with relevant departments to resolve escalated customers' feedback &/or issues.
o Represent department at periodic updates with other internal stakeholders.
o Act as a gatekeeper for all complaints via the Contact Centre. Monitor daily complaints reports and trends, to update frontlines, drive resolution via case owners and ensure department provide timely updates on all complaints.
o Work with case owners to actively manage customer complaints within SLA of 85% closure within T+3 days.
o Work with frontline leads and key partners/resolution owners to ensure Contact Centre complaints are closed and resolutions are provided to customers in a timely manner for escalated cases.
o Drive improvements through collaboration, empowerment and process improvements with stakeholders from all products, channels and segments using complaint analysis.
o Support ad-hoc customer experience projects.

• Performance Management
o Prepare report on complaints, compliments, common customers' issues, and root cause analysis to be presented to stakeholders.
o Provide feedback to various units within Contact Centre for process improvement.
o Identify knowledge gaps and recommend training needs by performing monthly analysis on GIFTS.

• Risk Management
o Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.

Qualifications
• Customer oriented.
• Familiar with Contact Centre operating systems and Bank's processes and products.
• Confident and possess strong interpersonal skills with the ability to work well with people of all levels.
• Excellent in written and verbal communication.
• Able to present well and impart knowledge and skills effectively.
• Self-motivated and is able to work in a fast-paced and demanding environment.
• Analytical, able to analyse data, identify trends and make strategic recommendations.

Technical skills: (if any)

• Able to perform analysis using at least Excel BI/Macro.