General Summary
The Manager, Customer Service will be responsible for leading a team of Managers and Supervisors to deliver world class of service to customers and meet the highest level of CS Operations.
The Manager role will be responsible for providing leadership and direction to this team to ensure their success as measured against performance goals. This requires the incumbent to provide coaching and guidance with regard to the quality of daily operations and to assess resources and staff needs for the department. In addition, the manager will be responsible for the implementation of strategy and plans for Customer service team, while adjusting internal and cross-functional processes to meet overall corporate objectives. The incumbent will ensure that supplemental coaching and training programs are provided to the team. Participation in the development of staff growth and operational planning will be required.
Specific Duties
1. Be the strategic leader and expert of CS operation, Proactively collaborate with Senior Management on ideas for improvement and implementing strategic plans and adjusting processes.
2. Proactively work with global team, OE team and cross-functional team to drive change and improve customer experience
3. Build, coach, and direct a team of Managers and Supervisors into a highly responsive team that meets the required published performance standards.
4. Ensure Managers and Supervisors understand their responsibilities and goals, Meet regularly with each direct report to review team accomplishments and drive result.
5. Ensure that each direct report Manager or Supervisor is coaching, developing and communicating with their teams routinely and effectively on daily performance, quality, and attendance reports at the individual and team levels.
6. Establish relationships with other managers throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.
7. Participate in special projects as needed and perform other duties as assigned.
Job Requirements
1. Bachelor Degree with strong operation management background; Master or MBA is plus
2. 10+ years related experience, 5+ years full managerial experience in one or more of the following areas: Customer Service Center, Risk Operations/Financial Services, Banking. Experience is an internet company is plus. Prefer to have oversea studying or working Experience.
3. Proven experience in managing 100 or more employees
4. Proven experience in driving policy and procedure improvements in service Operations.
5. Ability to identify departmental strategic shifts to meet demands as staff growth, operational necessity and customer contact volume mandates.
6. Quick learner, intuitive, creative thinker; Effective balance of strategic vision and tactical execution.
7. Ability to manage multiple projects simultaneously and comfortable working in a fast-paced environment
8. Knowledge of the payments space highly preferred, but not an absolute requirement
9. Excellent interpersonal and presentation skills
10. Ability to communicate effectively via telephone & email
11. Ability to develop and maintain professional working relationships with co-workers and peers.
12. Skill in focusing on desired results, determining what is the most important and urgent.
13. Naturally agile and flexible in fast-changing and undefined situations
14. Ability to maintain highly confidential information.
If you are interested in this position, please feel free to contact me. Thanks.
MSN: [email protected]
Tel: 021-50816012-112
Email: [email protected]
