Specific Roles:
- Accountable to meet Service Level (eg; SLA) and Customer Satisfaction targets (eg; CS index).
- Monitoring daily performance of team leaders and executives to ensure KPIs are met.
- Prompt problem solving to minimize aging transactions and customer disputes.
- Proactively interface with unit key users to facilitate seamless transaction processing.
- Monitor team performance and service quality; identify performance gaps so as to deliver effective coaching and training.
- Develop initiatives aligned with company direction and lead change management efforts of the team.
- Act as a mentor for team leaders and senior executive who work in different process areas.
- Engage SBC MY leadership faculty to support and contribute towards SBC MY organization development initiatives.
- Participate in peer coaching activities in collaboration with DBS or Unit Key Users to better understand each stakeholders’ unique requirements and needs.
- Work closely with management team to ensure all operational, administrative, and compliance functions within the SBC MY organization are being properly executed in accordance with regulatory-based best practices.
- Identify developing trends and assess opportunities to improve processes and execution.
- Conduct reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders.
- Ensure seamless business execution, reinforce positive morale, and uphold company values.
- Conduct interviews and collaborate with onboarding team to ensure a seamless integration experience for the candidate.
- Raise and track issues and conflicts, resolve issues of medium complexity involving stakeholders and promptly escalate to appropriate levels other more pertinent issues when required.
Desired Outcomes:
- A focus on delivery and results based on set KPIs
- Relationship, collaboration, and communication skills.
- Strong leadership and managerial capabilities
- The ability to drive change, including influencing skills.
- The desire to improve performance, services, and outcomes
- Must able to communicate in Mandarin as support Taiwan & China market