GCG, Instant Banking Centre, IBC Customer Service Manager

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GCG, Instant Banking Centre, IBC Customer Service Manager-19031087
 Job Purpose:
  • To be the control keeper of the Instant Banking Centers under your charge, ensuring compliance with all processes and procedures
  • Manage the instant banking centers service platforms in leading a team of service staff to deliver a remarkable service to our customers and achieve high level of customer satisfaction.
  • To assist the Instant Banking Center Branch Service Head with day to day operations within the Instant Banking Centers.
  • Back-up for Instant Banking Center Branch Service Head in his/her absence
Key ResponsibilitiesCompliance & Controls:
  • Ensure branch fully complies with applicable legislation related to business operations (e.g., operating standards, regulations, institutional policies & procedures and local regulations)
  • Work closely with the Operations department in periodic reviews to improve process efficiency and productivity
  • Ensure documents requested by Sales Compliance for MCA are carried out in a timely fashion with minimum  finding and errors highlighted in findings should not be repeated.
Process Management:
  • Ensure branch operational processes are properly understood with appropriate controls in place at all times
  • Carry out periodic reviews of process efficiency, actively propose opportunities for efficiency or greater ease of use to staff and customers
  • Ensure process manuals are up to date and staff are trained and qualified in their use
  • Ensure all daily process control checklists (or similar) are properly maintained and any issues escalated in a timely manner
Customer Service:
  • Develop and execute the branch service plan to maintain high service standards
  • Resolve customer complaints and issues efficiently to minimise business and franchise impact, escalating to the IBC Service Head when appropriate
  • Monitor quality and timeliness of customer service delivery to ensure client satisfaction and maximise sales
  • Maintain attentiveness to potential “red flag” issues associated with AML or fraud
People Management:
  • Ensure measurable goals are in place for all direct reports by the end of the first quarter
  • Conduct thorough mid-year and year-end performance assessments
  • Conduct development and career planning conversations, ensuring development plans are in place to support development and mobility
  • Retain high performing employees and take action on under-performers
  • Develop diverse candidate slates for all open positions
  • Share vision, goals & targets with team and provide feedback, direction and learning opportunities.
  • Encourage “Embrace growth and learning opportunities” attitude and widen job knowledge by ensuring regular training curriculum and timely feedback and coaching to team members.
  • Recognize and reward superior service performers through the Bank’s rewards programs.
  • Grooming of team to achieve service recognition awards, SQMP, CAC award.
  • Continually reinforce inter-departmental synergies and promote team cohesion and spirit within the organization culture of strong teamwork. 
  • Going beyond serving customers with their transactional needs to creating a signature experience for customers by motivating each staff to do a little more each day to delight customers and sharing their experiences with the team.
  • Respond to emails, e.g., enquiries for information, communications with other departments, customer feedback and issues, etc.
  • Disseminate information and changes in processes to staff as necessary
  • Perform all required “checker” functions and “day 2” checks
  • Take full ownership of escalated customers’ problems and exercise empowerment to ensure complete customer satisfaction of problem resolution. 
  • Maintain brand image and ensure that the instant banking centers provide a seamless and consistent experience for clients.
  • Maintenance and housekeeping of lobbies, ensure no general housekeeping complaint, prompt follow-up with CRS for any maintenance, professional upkeep of instant banking centers.
  • Updated display & supplies of brochures, forms, marketing collaterals & rate sheets.
  • Ensure escalated isolated incidences are promptly escalated to stakeholders and properly managed to avoid negative publicity & maintain brand image & reputation
Knowledge Management:
  • Keep product, banking operations and legal compliance knowledge up to date
  • Awareness of company policies and procedures
  • Keep up to date with bank systems and technology
  • Develop service strategies to bring about joint efforts from all customer contact points and other internal departments to deliver problem-free and timely service by reviewing problem incidences, eSMS trends and branch walk in transactions MIS.

  • Knowledge/Experience/Technical skills:
  • At least 3-5 years experience in the retail banking environment leading and supervising a team
  • Familiar with shift hours working environment will be an advantage
  • Good knowledge of local banking regulations
  • In-depth knowledge of company policies & systems
  • Good knowledge of banking products
  • Excellent presentation and communication skills
Personal Skills:
  • Independent
  • Good people’s management skills
  • Analytical and detail oriented
  • Strong leadership – ability to lead all functions to deliver a common objective
  • Thrive in a fast-paced environment
  • Education Level: Diploma /  Degree
  • Primary Location: Singapore
  • Job Category: Sales
  • Schedule: Full-time


16 October 2019
Location: Singapore Singapore
Work type:
Full time
Banking and Financial Services
Customer Service
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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