Current jobs related to Manager - Group Operations (Contact Centre - Call Quality Monitoring) - Kuala Lumpur - Hong Leong Bank

  • Contact Centre Officer

    2 weeks ago

    Kuala Lumpur Centre, Kuala Lumpur, Malaysia Prince Court Medical Centre Sdn Bhd Full time

    QUALIFICATION & EXPERIENCE: Minimum STPMMinimum 1 to 3 years general experience in a contact centre environment.Experience working in both outbound and inbound contact centre an asset.JOB TASK: Answering phones from customers professionally and responding to customer inquiries and complaints.Handling incoming requests from customers by e-mail or fax and...

  • Customer Service Executive

    1 week ago

    Kuala Lumpur, Malaysia OCBC Bank Full time

    **Customer Service Executive (Contact Centre)** **-** **(**25000077**)** **Services** - To attend to inbound calls enquiries over various range consumer financial products and services - To handle calls professionally by providing accurate and timeline information and able to provide effective solution to customer’s queries. - To provide personalized...

  • Assistant Manager, Contact Centre

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Great Eastern Full time

    About The JobDrive operational excellence by identifying process gaps, service improvement areas, and automation opportunities, while leveraging advanced Excel tools (e.g., PivotTables, Power Query, VBA) to deliver actionable insights and recommendations to management. Lead and inspire Contact Centre Officers (CCOs) to consistently provide prompt, efficient,...

  • Assistant Contact Centre Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Talent Recruit Full time

    Company BackgroundWe are representing our client who is a leading developer, owner and operator of integrated resort facilities in Asia and Europe. As they continue to expand, they are seeking for Assistant Call Centre Manager to be based in Macau.Job Requirements:Assist the manager in leading and motivating the shift supervisors, coordinating activities...

  • Team Lead, Contact Centre

    1 week ago

    Kuala Lumpur, Malaysia ASK Resources Full time

    **Company Background** Multinational Banking Corporation **Job Title** Team Manager (Contact Centre) Primary Reporting Manager Team Head (Contact Centre) **Job Objectives** The Team Manager leads, manages and directs the activities of CSOs who provide customer support. Responsible to ensure customer service resources are utilized efficiently in...

  • Assistant Manager, Customer Contact

    14 hours ago

    Kuala Lumpur, Malaysia AIA Full time

    At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. - It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._ - And to get there, we need...

  • Executive Call Centre/ Contact Centre

    4 days ago

    Kuala Lumpur, Malaysia AEON Credit Service (M) Berhad Full time

    **Job Highlights**: - Close to LRT/MRT station - Start ASAP **Responsibilities**: - To provide a high level of customer service experience when attending to customers' request, inquiries and complaints within the turn-around-time. - To provide first call resolution in an effective and timely manner. - To handle customer inquiries in an efficient,...

  • Call Centre Supervisor

    6 days ago

    Kuala Lumpur, Malaysia Xtend Services Sdn. Bhd. Full time

    **Requirements**: - Diploma holder in Management or training in team leading is a plus. - Proven work experience as a call centre/customer service team leader or supervisor. - Excellent communication and leadership skills. - A patient, responsible, discipline and empathetic attitude. - Strong time management and organizational skills. - Adaptability and...

  • Client Support Executive

    14 hours ago

    Kuala Lumpur, Malaysia Marsh Full time

    **Singapore Contact Centre** - Handling customer inquiries and providing assistance: The contact centre team responds to customer queries, provides information about insurance policies, and assists with claims and policy changes. - Resolving customer complaints and escalations: The contact centre team addresses customer complaints, investigates issues, and...

  • Centre Manager

    4 days ago

    Kuala Lumpur, Malaysia Cambright International Language Centre Full time

    **Job Summary**: We are looking for a confident and experienced leader to oversee the daily operations of our language learning centre. The Centre Manager will lead a diverse team of academic and administrative staff, ensuring a high-quality student experience, effective staff collaboration, and smooth running of the centre. This role requires strong...

Manager - Group Operations (Contact Centre - Call Quality Monitoring)

2 weeks ago

Kuala Lumpur, Malaysia Hong Leong Bank Full time

Manager - Group Operations (Contact Centre - Call Quality Monitoring)

**If you are looking to excel and make a difference, take a closer look at us...**

CQM
- Oversee and manage CQM team to meet its set objectives and targets
- Provide feedback to Contact Centre L&D and Process Improvement on areas for improvement.

**BUCR**
- Provide support in coordinating and monitoring initiatives taken in ensuring regulatory compliance activities
- Providing feedback on related regulations that impact processes within the Contact Centre
- Ensure timely reporting of compliance related report

**ORR**
- Act as an intermediary between Division's Operational Risk Management (ORM)
- Implement operational risk management activities and support more effective day-to-day monitoring of major operational risks
- Coordinate and complete operational risk management activities;
- Operational Risk Events and Loss Events Reporting
- Assessment of Operational Risk (OR) and controls (Risk and Control Self Assessment)
- Monthly Breach and Non Compliance Report (all Shariah non-compliance incidences shall also be included into this report)

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

Job ID JR0000017639