Head of Customer Care Team (Vice President)

The Head of the Customer Care Team (Consumer Secured Lending) leads to deliver delightful customer experience, promoting customer loyalty and business growth. Key roles and responsibilities include:

Design and deliver customer engagement strategy with the focus to promote customer loyalty and deepen relationship, especially in home loan.

Advocate service excellence and ensure consistent service delivery and standards of the team.

Proactively identify trends and take actions to enhance customer experience

Lead and motivate the team to achieve the balanced scorecard.

Engage internal stakeholders to drive process changes to enhance customer customer and employee experience.

Manage operational risks and ensure that the Bank’s operational standards and requirements are adhere to.

Adhere to the bank’s compliance and regulatory guidelines.

Preferably 5-8 years of experience in banking and financial services industry with a strong track record in team management.

University Degree.

Innovative mindset to challenge status quo.

Strong Leadership skills and experience in managing teams to achieve impactful results.

Driven, customer oriented, confident and self-motivated.

Strong interpersonal, written and verbal communication skills.

Proficient in Microsoft Excel, Microsoft Word and Microsoft PowerPoint.

Schedule: Full-time

Travel: