Customer Service Support Operations Officer - Operations, MariBank

• Responsible for the management of various Customer Service support functions such as workforce management, data analytics, and performance improvement
• Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
• Manage the workforce management function from end-to-end, including forecasting, scheduling, and daily monitoring to ensure smooth operations and efficient allocation of resources for the Customer Service team
• Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience
• Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team

Requirements

• Bachelor’s Degree and above in any field
• Strong written and verbal communication skills
• Good working knowledge of MS Office (Excel, PowerPoint)
• Prior experience in contact centre support role or similar experience is a plus
• Prior experience in banking / financial services is a plus