Human Resources Group
Department Head
Customer Relations Center

Job Summary:

• Sets the objectives, targets and strategies of the Customer Relations Center in support of the goals and objectives of the Customer Quality Management Division.
• Manages the Customer Case Management (CCM) system: ensures that complaints or concerns and any inquiries, feedback or messages are properly recorded into the CCM by identified CCM Users for documentation of all customer interactions.
• Diagnoses complaints / problems of customers through conduct of root cause analysis and interfaces with concerned units to resolve customer complaints or concerns.
• Provides action plans to avoid recurrence of customer problems or concerns.
• Monitors the performance of the Center based on plans and standards, analyzes deviations, pinpoints areas for improvement and directs appropriate courses of action.
• Manages the day-to-day activities of the Telephone Operators

Qualifications:

• Adequate knowledge of the following:
• Bank products and services (features, requirements, rates)
• Government banking laws and regulations
• Bank policies, procedures and guidelines (based on the MOPG)
• Possesses leadership skills; ability to foster teamwork, promote cooperation and commitment of the team members
• Problem-solving, specifically, problem analysis and decision-making skills
• Good oral and written communication skills; good listening skills; persuasive.
• Good interpersonal skills
• Cross-selling and presentation skills
• Computer literate