Senior Manager / Associate Director, Complaint Handling Toàn thời gian

29th Floor, Vietcombank Tower, 5 Melinh Square, Ben Nghe Ward, District 1, HCMC
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Mô Tả Công Việc

Job purpose:
This role is responsible for the entire operation of Complaint Handling team and to ensure the service quality standard are being met consistently across team. This role has to ensure all concerns, complaints can be received and handled promptly, fully, fairly, professional and according to the Company’s service standards.

Major accountabilities:
- Manage the daily operation of Complaint Handling team;
- Handle the most complex customer complaints or enquiries;
- Work across departments / functions for solution to ensure the complaint solved;
- Responsible for developing and implementing improvements to current process(es) to enhance service quality and client experience in complaint handling;
- Propose and develop measurement tools, initiatives, or technology to enhance the operational effectiveness of Complaint Handling team;
- Track and measure productivity and compare to benchmarks, find way to increase productivity
- Ensure the service levels and quality standards are being met consistently across all teams;
- Ensure the internal and external regulations governing the assigned business;
- Anticipate and mitigate risks which might be occurred within the assigned business;
- Provide the training courses to team members to ensure the skills and knowledge effectively developed;
- Propose, develop and manage the annual operation budget of Complaint Handling team;
- Responsible for staff hiring, development, retention as well as well performance management.

Yêu Cầu Công Việc

Specialized knowledge:
- Strong data analytic skill;
- Strong people management and influencing skill;
- Strong motivation skill;
- Well-developed communication and interpersonal capability (collaborating, questioning, listening, writing, observing), with an ability to influence change through thoughtful recommendations
- Strong Presentation skill,
- Coaching and Training skill
- Good command of PC skill (Excel, Word, Access), English (speaking and writing)

Problem solving:
- Service oriented mindset with strong problem solving and complaint handling skill to handle escalated or sensitive client issues, identify root cause and propose relevant solution, and propose root cause fixed as well;
- Liaise with other departments to ensure that Complaint Handling is in line with the rest of organization;
- Advanced conflict resolution skills required.

Education and experience:
- University graduate
- At least 8 to 10 years of client service management in financial services, Complaint handling experience is preferred.

Communication scope:
- Communicates effectively with others.
- Frequently interacts with internal peers and leaders at same level or one level higher at relevant Departments such as: Legal, Compliance, Distribution, MKT, OPs
- Can clearly and concisely express opinions, conclusions and recommendations.

Địa Điểm Làm Việc

29th Floor, Vietcombank Tower, 5 Melinh Square, Ben Nghe Ward, District 1, HCMC
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