Manager, Service Quality Management, Contact Center

Job Description

Case Management

• Act as the primary point of contact for all intra- and inter-departmental customer feedback and complaints, coordinating with relevant stakeholders to identify root causes and determine appropriate resolutions.
• Ensure timely handling and resolution of customer issues, with proactive follow-ups to maintain accountability and stakeholder alignment.
• Deliver professional customer engagement and effective service recovery, ensuring a positive customer experience even in escalated cases.

Data Analysis & Business Intelligence

• Manage the full lifecycle of data processes, including extraction, validation, analysis, and reporting, ensuring accuracy, integrity, and timeliness.
• Perform in-depth analysis of customer feedback and operational data to identify trends, patterns, and service gaps. Prepare and manage reports for management awareness and oversight.
• Provide actionable insights and business intelligence to support decision-making across the Contact Centre and the Bank.

• Service Improvement & Process Optimisation
• Collate and synthesise insights from complaints and data to identify systemic issues and opportunities for improvement.
• Recommend and support implementation of process, system, or product improvements to enhance service quality and reduce complaints.
• Drive continuous improvement initiatives, including automation and adoption of advanced analytics or AI capabilities where applicable.

Stakeholder & Data Governance

• Partner closely with business and support units to ensure alignment on service quality initiatives and data-driven strategies.
• Maintain high standards of data quality, governance, and compliance through proper validation, cleansing, and controls.

Job requirement:

• Minimum 5 years of experience in Service Quality, ideally in Contact Center environment.

• Good knowledge in banking/cards process, products and systems.

• Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers.

• Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team.

• A strong customer service mindset with good communication and problem solving skills to represent the Bank to customers and general public.

• Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.

• High level of accuracy and attention to detail.

• Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” and “willing to learn” attitude.

• Have a good problem solving mindset when handling complaints

• Highly motivated self-starter with initiative and showcases strong completer/finisher skills.