Head of Customer Service Resolution Division
1 week ago
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**Job Description**:
Job Summary : Complaint Management is the 7th system out of Market Conduct policy, which contribute a significant part for SCB to gain satisfactory Market Conduct / Fair Dealing rating given by Bank of Thailand (BOT) and Securities and Exchange Commission of Thailand (SEC). Customer Service Resolution unit plays a critical role in coordinating with Business Unit (BU) in driving strategic complaint management and uplifting SCB customer services to the next level. The head of function is also a secretary of Complaint Committee that comprises of senior management from bank-wide cross functional units and is responsible to report significant complaint to senior management, Complaint Committee, LBDU & UL Sub Complaint Committee, Audit Committee, and Market Conduct Committee (who is mandated to report to Board of Director) at least once a year. Four key functions under Customer Service
**Job Description**:
- Lead bank effort to drive satisfactory customer services and happy resolution and customer complaints management, include dealing with various officials such as Bank of Thailand (BOT), Security and Exchange Commission (SEC), Thai Banker Association (TBA), Customer Protection Agencies, etc., and facilitating monthly Complaint Committee meeting as a Secretary- Play a secretary of Complaint Committee and LBDU & UL Sub Complaint Committee which is accountable for effectiveness of Complaint Committee which critical complaints and important incident that needed to be fixed are reviewed on monthly basis. The- Review and revise the Complaint Management regulation to always adhere to regulatory requirements and make sure all other business units understand and comply to the regulation- Lead bank effort in auditing customer resolutions to ensure not only the customer is happy but also the complaint resolution are well documented and auditable by regulators. The audit report must be in time if- Lead in the strategic development and execution of differentiated and delighted customer services thru various initiative and decent technologies, including (but not limited to),
- More instant gratification by more first call resolution, more 1 hour / 1-day SLAs
- More automation thru AI where possible
- Less friction by more straight thru processing, one stop services, minimum documents requirements, minimum steps, etc.
- More of customer choices and personalization- Provide deep insights, benchmarking, strategic analysis that suggest a need of sound CX initiatives that balances among customer satisfaction, operational efficiencies, profitability, and calculated risks. Escalate when management attention is required to drive a right and long-term solutions for customers.- Support related BUs in driving Operational and Business Excellence where possible, including reduce number of calls to call centers, more straight thru process, compliances to regulations.- Develop a team of high performers, able to push harder on uplift our services independently. Establish team KPIs that result in improvement of services, customer satisfaction, and digital channel adoption. Develop people both hard and soft skills. Cultivate morale. Build successors of key positions.
Qualifications:
- Master’s or bachelor’s degree in business administration/marketing/information management or related fields- Minimum 5-year experience in banking business- Solid experience with proven records in project management, process improvement, and crisis management
We're committed to bringing passion and customer focus to the business.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us.
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