Senior Customer Service Manager

Purpose of this Position

Lead and coach Service Delivery Managers/Supervisors to oversee the operation to ensure high quality service, effective and optimized operation and client satisfaction; Explore business growth opportunities and drive business growth; Lead and coach Service Delivery Managers/Supervisors on client management, account planning and trusted partner relationship to realize business goals and growth; Lead and coach Service Delivery Managers/Supervisors and SDU function teams to build and maintain an empowered and high performing delivery service team.

Responsibility

1.Client Management

•Business Development - Explore business growth opportunities, and drive the growth; Coach and support Supervisors/Managers to explore business growth opportunities and drive growth; Advance the transition and sale of new products.

•Client Management - Review and approve each Supervisor/Manager's annual client growth and management plan, and coach the plan implementation in each supervisor team; Build and maintain the client relationship, and coach Supervisors/Managers' key accounts management and handling of key issues; Manage departmental routine reports, analyze data and communicate as needed.

•New Client On-boarding - Approve and manage the departmental new client on-boarding plan, allocate resources and support the plan implementation; Coach the Supervisors/Managers' team building to serve the client.

2.Talent Management

•Talent Development - Coach and support Supervisors/Managers, key talents and Hipos to make and implement an Individual Development Plan, and build a departmental talent pipeline; Create a promotion plan for Supervisors/Managers, key talents and Hipos, and submit it to the Director; Review and approve a promotion plan of IC levels, and coach Supervisors/Managers to implement the plan.

•Performance Management - Coach and support Supervisors/Managers on IC levels' performance goal set up and implementation, quarterly review and final evaluation, and communication on merit increase and bonus; Coach Supervisors/Managers to plan, implement, evaluate and communicate the annual individual performance goal of IC levels; Coach Supervisors/Managers, key talents and Hipos on their individual performance goal setting and implementation, and conduct quarterly performance reviews and final results evaluation, and plan and implement the quarterly bonus allocation and annual merit increase.

•Daily Personnel Management - Coach Supervisors/Managers to handle special personnel cases; Coach and support Supervisor/Manager's daily Unit management.

•Talent Engagement & Retention - Set up an annual departmental employee engagement and retention goal, and lead Supervisors/Managers to create and implement a departmental action plan; Coach Supervisors/Managers to plan and implement a team's engagement and retention actions.

3.Operation Management

•New Task - Handle special cases during new task onboarding.

•Policy & Standard - Coach Supervisors/Managers' implementation of company policy as needed. Follow ReSource Pro's Information Security policies/guidelines, as well as the client's security requirements, policies, and practices that are provided to ReSource Pro and information security requirements, while ensuring compliance within the team.

•Innovation - Encourage a culture of innovation within the department.

•New Hire - Review and approve the new hire request, and allocate resources as needed; Support the NH on-boarding process and enhance a new hire's onboarding experience.

•Departmental Operation Management - Regularly review the Supervisor/Manager team's operation result, coach and support Supervisors/Managers to handle key issues of the team's operation; Coach Supervisors/Managers' implementation of company policy and budget management.

Job Requirement

•Full-time bachelor degree or above

•Minimum 5 years' of BPO industry working experience, insurance BPO field is preferred;

Minimum 3 years' of team management role and leadership experience;
•Proficient in Microsoft Office (Excel, Word, PowerPoint)

• Proficient in English

•Customer Focus, decision making, planning and organizing, developing Others, leveraging diversity, work standards.

Other

•Working Hour: 8AM-5PM from Monday to Friday

•Office Location: Hampshire Place Office, Suite A-5-01 & 02, Jalan Tun Razak, Kuala Lumpur