Customer Service Team Leader (Mandalay)

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KBZ Bank

Customer Service Team Leader (Mandalay)

KBZ Bank

Myanmar - Mandalay

Full Time

17 Aug 2020

Mandalay

17 Aug 2020

Experience level

Experienced Non-Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

Complete client service handling - as the first and single point of contact for any client concerns, queries or complaints;
Client account and portfolio management (retain and deepen);
World-class customer engagement customised, over time, based on individual ‘Customer Profiles’ which need to be built up and recorded on CRM platform during each interaction;
Analyse client interests, problems/complaint resolution , and potential need for new products and services and direct the requirement / lead to the right channel for fulfilment
Bring the bank to the client – based on needs. Coordinate with branches, VCGM’s, Operations and other key stakeholders to ensure service resolution is world class;
Engage with customers to enrich the relationships by mobilizing additional funds and promote other fee-based products/services based on current and future customer needs;
Ensure that KYC/AML and other compliance norms are strictly adhered to;
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency;
Encourage cross-selling / deepening of relationships and good customer service practices;
Help promote and maintain a positive company image;
Highlight critical issues to reporting manager and other related team whenever necessary;
Propose best practices based on ‘Voice of Customer’
Coordinate with VC’s for proper support to category customers
Be driven by the Monthly Portfolio Report, with core KPI’s that include:
- NPS
- Client instruction execution (complete, accurate, timely)
- Service Resolution
- Customer Needs Identification and Customer Profile development
- Client balance growth and retention levels
- Portfolio growth and health (stable balances, product mix , ‘main bank’ status)
- Product penetration/Cross-sell, etc.
- Ideation : The number and quality of creative new solutions based on strong client engagement and ‘Voice of Customer’ that can be developed and extended bank wide.

Open To

Male/Female

Job Requirements

Minimum 3 years of banking industry experience
5 years or more overall work experience with clear evidence of service and sales/ relationship management experience;
Customer service focus and customer-centric mind-set
Ability to manage relationships both internal and external and multi-task;
Any mandatory certifications as required for financial products
service orientation;
Intuitive to customer’s needs;
Strong communication and interpersonal skills, ability to build and maintain relationships;
Must understand customer relationship management (CRM);
Ability to analyse and solve problems quickly;
Self-motivated, flexible;
Aptitude for fostering positive relationships
Teamwork and leadership skills.
Customer-oriented mindset.

What We Can Offer

Benefits

International Standard

Highlights

International Standard

Career Opportunities

Management Potential

About Our Company

KBZ Bank
THE STRENGTH OF MYANMAR

**Winner of EUROMONEY Award for Excellence consecutive years 2014, 2015, 2016: Best Bank in Myanmar**

Kanbawza Bank (KBZ Bank) Limited, part of the KBZ Group of companies, is Myanmar's largest bank. Established in 1994 in Taunggyi, initially the bank catered the local area and in 1996, after present management acquired the organization, the group expanded to become Myanmar's largest financial institution, currently employing over 17,000 people.

KBZ Bank is part of the KBZ Group, one of Myanmar's largest and most successful conglomerates. The Group has a proven track-record of operating according to industry best practices, as recognized in 2014, when the Myanmar Centre for Responsible Business awarded the KBZ Group of Companies as the most transparent company in the country. It is the first Myanmar bank in history to have International Representative offices in Thailand, Singapore and soon Malaysia.

Purpose
We are driven by a simple aim. As the largest Bank in Myanmar, we are committed to enhance the quality of lives of the people in Myanmar, through financial inclusion. And in that becoming the Best Managed Bank in the World! Join us in this journey to positively impact the community and the nation.

Fulfilling Career – Today and Tomorrow
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!

Personal Challenge
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!

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