Customer Service Operations Manager

Join Hong Leong Bank as a Customer Service Operations Manager in beautiful Bali! We are seeking a dynamic leader to oversee our customer service operations, ensuring exceptional service delivery and operational efficiency. This role offers a unique opportunity to leverage your strategic acumen and operational expertise in a vibrant, international environment.

As Customer Service Operations Manager at Hong Leong Bank, you will be responsible for managing and optimizing our customer service operations, including call centers, digital channels, and field service teams. You will work closely with our leadership team to develop and implement strategies that enhance customer satisfaction, streamline processes, and drive operational excellence.

📋 Tanggung Jawab Pekerjaan

• Oversee and manage customer service operations, including call centers, digital channels, and field service teams.
• Develop and implement strategies to enhance customer satisfaction and operational efficiency.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Lead and mentor a team of customer service professionals, providing guidance and support.
• Ensure compliance with regulatory requirements and internal policies.
• Collaborate with cross-functional teams to drive business objectives and customer-centric initiatives.
• Stay updated with industry trends and best practices in customer service and operations.
• Report on operational performance and provide recommendations for continuous improvement.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 8 years of experience in customer service operations, with a proven track record in managing and optimizing customer service functions.
• Strong knowledge of customer service management tools and software, such as CRM systems, call center analytics, and service management platforms.
• Certification in customer service management or a related field is a plus.
• Proven ability to lead and mentor a team, fostering a culture of excellence and continuous improvement.
• Excellent communication, interpersonal, and negotiation skills.
• Strong analytical and problem-solving skills.
• Proficiency in English and Bahasa Indonesia.

🛠️ Keahlian

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