Job Description

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Get to know our Digital Bank team:

Grab is leading a consortium for Digital Bank license and to build a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We advocate for customers, think in their shoes and embrace a strong sense of ownership and accountability to solve customer problems and pain points. We are obsessed with delivering \xe2\x80\x9cwow\xe2\x80\x9d experiences to win the hearts of our customers. If you have what it takes, help build our new Digibank with us.

Get to know the role:

Reporting into the Head of Contact Services/Customer Support, the Contact Support Team Manager is responsible for developing, shaping and executing the digital banking customer servicing strategy, as well as responsible for the smooth operation of the bank\xe2\x80\x99s contact support team, where customer support executives interact with the bank\xe2\x80\x99s customers across different touch points. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency.

Lead, coach, motivate and develop a team of high performing and highly engaged CS executives to ensure the delivery of superior customer experience throughout the customers\xe2\x80\x99 journey across all channels (Live chat, voice, email, social etc.)

Full accountability for the leadership, coaching, performance and absence management of CS executives

Manage various employee-related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances, and under performance in compliance with local disciplinary procedures and authority levels

Able to understand business intelligence data and be able to translate into individual team performance plans

Manage and resolve escalated customer concerns and complaints using appropriate business judgement, making considered decisions that protect and enhance Digibank\xe2\x80\x99s values, reputation and business

Good understanding of the bank\xe2\x80\x99s contact support channel strategies, servicing technologies, and process improvement initiatives to deliver effective support to CS executives

Consistently coach to reinforce Digibank values, structuring challenging conversations effectively and making coaching conversations part of the CS team culture

The must haves:

3-5 years\xe2\x80\x99 experience in a Contact Centre/Customer Service in financial institutions, payments, cards, banks, e-wallets, acquirers

At least 2 years\xe2\x80\x99 experience in managing a team through coaching, mentoring, developing and motivating others

Strong problem solving and decision-making skills, ability to constructively handle unexpected problems, with desire to do things better, to identify and set and strive for stretching goals.

Bachelor\xe2\x80\x99s degree in a related field

Solid knowledge and understanding of contact centre technology, processes and operations

Must be proficient in the language(s) required by the process

Open to working flexible shifting schedules

Must be flexible, customer centric and can thrive in a team environment seeking feedback and open to development

Takes pride in delivering what is promised in line with the customer and service expectations

Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order

Can use own initiative with the ability to focus on the important details to deliver a high-quality professional service

Ability to work in a high-volume, communicate results to management and in a fast-paced environment is required

Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite

Grab