The purpose of this job is to assist in the management and development of the key inbound telephonic services for all SABB Customers, which include MASS, Priority and CMB Customers. Utilizing both systems and staff to deliver a high quality of services and sales to all segments in accordance with the overall RBWM Annual Operating Plan (AOP) as forecasted. Ensuring delivery of quality sales and outstanding customer service to current and potential bank customers in order to attract, retain and expand account relationships. Besides support efforts to deepen relationships with Group customers and cross-border business to fulfil SABB banking needs of group customers. In addition, leverages the Group distribution network to increase Group/Bank SABB referrals, focusing on premier, affluent and small business international customers. Manages account relationship needs to point of closing. Supervises second shift personnel and workflow as required. Providing high level of service quality that goes beyond customer expectation and taking timely actions to resolve customer complaints at the earliest by coordinating with other related departments so as to deliver an unmatched customer experience.
Principal accountabilities:
1.To foresee and plan the appropriate resource availability to meet campaigns requirements, AOP Sales targets for agreed product sales and revenues.
-By ensuring staff availability to respond to customers by efficient preparation of shift schedules and constant monitoring of headcount.
2.To set the Service Quality Standard to meet customer expectation and enhance customer experience.
-By assessing service levels using in-house monitoring and customer feedback (by surveying a sample set of customers.).
-By seeking inputs from HSBC Contact Centers and benchmarking against their standards and level of performance.
-By liaison with the Quality Assurance Management to improve accreditation and adherence to Premier Global Standards.
3.To set Inbound Contact Center Team strategies and enhance the quality of services provided to customers.
-By supporting Staff in dealing with customer services issues and minimize complaints.
-By coordinating with other departments to resolve customer complaints
4.Set the performance parameter for the Contact Centre inbound Team.
-By working closely with other Contact Centre departments to improve the overall customer experience & sales performance.
5.Interact with the Workforce Management Team to track performance and enhance the Inbound Sales processes/procedures.
-By coordinating with the Workforce team in improving existing Contact Center process and systems.
-By having the workforce Team maintaining a Productivity metrics for Mass & Premier Sales Staff and efficiency metrics for Mass & Premier Service’s staff in Contact Center.
6.Active Leadership and People Management for delivering professional sales & service.
-By proactively managing recruitment and retention of employees/succession planning and ensure high performers/potential leaders are retained & appropriately deployed to key business opportunities.
-To drive a high performance culture through effective people & performance management.
7.Leading International Banking Operations for Customers .
-By monitoring IBC employees and supporting the pre-defined SLA.
-By supporting all Premier Centers for ensuring standard service delivery.
8.Leading the CMB (Commercial Banking) Contact Center Operations.
-By reviewing all the required services provided to corporate customers and managing their team performance and ensuring e-banking channels are available for the customer.
9.Monitoring Emergency Encashment
-By providing ECC service for Premier & Non-Premier Customers whilst covering their suspense accounts with minimal or nil error.
تفاصيل الوظيفة
| 2015-04-06 | تاريخ الإعلان عنها: |
| الرياض, المملكة العربية السعودية | منطقة الوظيفة: |
| غيرذلك | الدور الوظيفي: |
| بنوك | قطاع الشركة: |
المرشح المفضل
| إدارة عليا/تنفيذي | المستوى المهني: |
| المملكة العربية السعودية | الجنسية: |
| بكالوريوس | الشهادة: |
تقدم الآن - وظائف في السعودية - وظائف في جدة, المملكة العربية السعودية - وظائف في الرياض, المملكة العربية السعودية - وظائف غيرذلك في السعودية - بحث عن جميع الوظائف
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