Vacancies at SBM Bank

JOB SUMMARY:

To lead and manage the end-to-end operations of the contact center while overseeing organization-wide complaint resolution, escalation handling, and incident impact management. The role ensures delivery of consistent, timely, and high-quality service experiences aligned to business development goals. It also establishes and governs a centralized complaints handling unit that supports all business units in resolution of escalated and high-risk complaints.

KEY RESPONSIBILITIES:

Contact Center Operations Management - 30%

• Lead and Manager daily operations of inbound, outbound, service recovery, and card support functions to ensure efficient and effective service recovery
• Develop and implement operational strategies and processes to enhance contact center performance
• Monitor staffing, workforce management, and service levels to ensure optimal TAT and SLA performance
• Implement service improvement initiatives aligned with customer experience strategy to ensure timely root cause analysis and communication loops
• Collaborate with IT and other departments to ensure the contact center has the necessary tools and technology to operate effectively.
• Utilize advanced contact center technologies and tools to enhance service delivery and operational efficiency
• Encourage innovative solutions and approaches to improve contact center operations and customer experience
• Conduct regular performance reviews of contact center agents and teams to ensure continuous improvement
• Implement recognition and reward programs to motivate and retain high-performing agents

Centralized Complaints Handling Unit Leadership - 20%

• Establish and govern a centralized complaints handling unit to manage escalated and high-risk complaints
• Develop and implement policies and procedures for complaint resolution to ensure consistency and fairness.
• Coordinate with business units to ensure timely and effective resolution of complaints
• Monitor and report on the performance of the complaints handling unit to senior management
• Ensure prompt case assignment, tracking, and resolution in compliance with internal standards and regulatory expectations
• Work closely with other departments such as IT, Marketing, and product and innovation to ensure alignment and support for contact center initiatives

Complaint Escalations & Incident Impact Management - 15%

• Oversee the escalation process to ensure that high-risk complaints and incidents are handled promptly and effectively
• Develop and implement incident impact management strategies to minimize the impact on customers and the organization
• Collaborate with risk management and other relevant departments to address and resolve incidents
• Analyze and report on the root causes of escalations and incidents to identify opportunities for improvement
• Serve as the central escalation point for high-risk, long-standing or regulator-triggered complaints
• Lead or coordinate RCAs and incident impact assessments; provide customer-facing and executive updates

CX Business Development Enablement - 25%

• Collaborate with business units to design and execute outbound campaigns to support business development goals (e.g., deposit mobilization, card PV, upselling)
• Build and maintain strong relationships with key stakeholders to ensure their needs and expectations are met
• Support business development goals by ensuring the contact center delivers high-quality service experience
• Collaborate with marketing and sales teams to align contact center operations with business development initiatives
• Identify and implement opportunities to enhance customer experience and drive customer loyalty
• Provide insights and recommendations to senior management based on customer feedback and contact center performance data
• Track performance metrics tied to NFI growth and customer retention via contact center-driven initiatives

Contact Center Quality Assurance & Training Oversight - 10%

• Develop and implement quality assurance programs to ensure consistent and high-quality service delivery
• Monitor and evaluate the performance of contact center agents to ensure adherence to quality standards
• Design and deliver training programs to enhance the skills and knowledge of contact center agents
• Provide coaching and feedback to agents to support their professional development and improve performance
• Support onboarding and continuous development of contact center teams, focusing on complaints handling, digital proficiency, and business acumen
• Identify and assess potential risks related to contact center operations and complaint handling
• Develop and implement strategies to mitigate identified risks and ensure business continuity

KEY RELATIONSHIPS:

Customers of this Position

• Contact Center Agents and Team Leaders
• Head Office Teams
• Branch Teams
• All Business Units
• IT, Risk, Legal & Compliance
• Branch Business & Operations Teams
• Regulatory Bodies

KNOWLEDGE REQUIREMENTS:

 Skills and Experience required for this Role

•  Bachelor’s degree
• 7-9 years’ experience in a customer service environment, with at least 5 years spent managing a contact center that handles both inbound and outbound operations.
• Leadership and Management: Strong leadership skills to manage and motivate contact center teams, ensuring high performance and employee engagement.
• Analytical Skills: Proficiency in analyzing data and performance metrics to drive improvements and make informed decisions.
• Training and Development: Ability to design and deliver training programs to enhance the skills and knowledge of contact center agents.
• Contact Center Management: Proven experience in managing contact center operations, including overseeing daily activities, setting performance targets, and ensuring service quality.
• Communication: Excellent verbal and written communication skills to effectively interact with customers, agents, and senior management.
• Problem-Solving: Ability to quickly identify issues, analyze root causes, and implement effective solutions.
• Customer Service: Deep understanding of customer service principles and practices to ensure high-quality service delivery.
• Technical Proficiency: Familiarity with contact center technologies and tools, including CRM systems, telephony systems, and workforce management software.
• Conflict Resolution: Strong conflict resolution skills to handle escalated complaints and incidents effectively.
• Quality Assurance: Experience in developing and implementing quality assurance programs to ensure consistent service delivery.
• Business Development: Experience in supporting business development initiatives by aligning contact center operations with organizational goals.
• Performance Management: Experience in conducting performance reviews, providing feedback, and implementing recognition and reward programs.
• Understanding of cross-functional dependencies between CX, IT, Product, and Operations

Certifications

• Certified Contact Center Manager (CCCM):
• Six Sigma Certification

Key Competencies required for this Role

• Leadership and Management
• Conflict Resolution.
• Customer Focus
• Analytical and Problem-Solving
• Technical Proficiency
• Innovation
• Training and Development
• Coaching and Mentoring
• Performance Management
• Recognition and Rewards.
• Risk Assessment and Management
• Contact Center & Workforce Management
• Complaint Handling & Regulatory Understanding
• Root Cause Analysis & Incident Communication
• Stakeholder Relationship Management
• Quality Assurance & Coaching

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JOB SUMMARY:

To ensure the consistent delivery of exceptional customer experience by providing structured quality monitoring, reporting, and actionable insights. The role will support the Head of CX in driving strategic decision-making through data, VOC analytics, and thematic issue tracking, while championing continuous improvement across customer touchpoints

KEY RESPONSIBILITIES:

Reports and Dashboards - 30%

• Develop and maintain comprehensive reports and dashboards to monitor customer service performance and quality metrics.
• Maintain and update dashboards for head office and branch teams to ensure accurate and timely reporting of customer service metrics.
• Collaborate with various departments to ensure dashboards are aligned with strategic goals and operational needs.
• Provide training and support to users on how to effectively utilize dashboards for monitoring and reporting.
• Analyze data to identify trends, gaps, and opportunities for improvement in customer service delivery.
• Generate insights from customer service data to inform decision-making and drive continuous improvement.
• Provide regular updates on customer service performance and quality metrics to relevant stakeholders.

Quality Assurance & Monitoring - 20%

• Conduct regular assessments of customer interactions across voice, email, digital, and in-person channels.
• Maintain QA scorecards and dashboards for various service units (Branches, Back Office).
• Provide feedback and work with team leaders to implement service recovery and coaching interventions.
• Analyze trends from complaints, downtimes, and customer journey breakpoints and share executive-level insights.

Voice of Customer (VOC) Management - 15%

• Manage end-to-end VOC lifecycle: data collection, response tracking, thematic analysis, and reporting.
• Work with internal stakeholders to escalate, resolve, and close VOC feedback loops.
• Monitor customer satisfaction metrics (e.g., NPS, CSAT, CES) and propose service improvement actions.

Data & Analytics Liaison - 10%

• Support in defining CX measurement frameworks and working with IT to ensure integrity and automation.
• Champion use of data in driving customer-centric decision-making.
• Serve as the key liaison for data and analytics, ensuring accurate and timely reporting of customer service metrics.
• Collaborate with IT and other departments to ensure the availability and integrity of customer service data.
• Utilize data analytics tools to enhance reporting and insights generation.

Support CX Projects & Initiatives - 10%

• Provide QA and insight support for CX-led projects such as CRM rollout, Omni channel integrations, AI adoption and other key projects.
• Assist in pilot programs and user testing for new products from a customer satisfaction and recovery standpoint.

SLA Reporting - 15%

• Monitor and report on Service Level Agreements (SLAs) to ensure compliance and identify areas for improvement.
• Develop and implement strategies to enhance SLA performance and customer satisfaction.
• Provide regular updates on SLA performance to relevant stakeholders.
• Develop and maintain monthly CX dashboards for executive reporting (EXCO, CX Council, Risk Committees).
• Track performance against customer SLAs and CX KPIs.

KEY RELATIONSHIPS:

Customers of this Position

• Contact Center Agents and Team Leaders
• Head Office Teams
• Branch Teams
• All Business Units
• IT, Risk, Legal & Compliance
• Branch Business & Operations Teams
• Regulatory Bodies

KNOWLEDGE REQUIREMENTS:

 Skills and Experience required for this Role

•  Bachelor’s degree
• 2–4 years of experience in customer experience, quality assurance, business intelligence, or customer service performance management
• Experience working in financial services, telecom, fintech, or similarly regulated environments is an advantage
• Prior experience in managing or contributing to a Voice of Customer program
• Demonstrated experience in tracking KPIs, preparing executive-level reports, and driving service recovery actions
• Familiarity with CRM systems, ticketing tools (e.g., Siebel, Microsoft Dynamics, Zoho), and survey platforms

Key Competencies required for this Role

• Customer Centric Mindset
• Analytical Thinking
• Attention to Detail
• Problem Solving & Critical Thinking
• Customer Focus
• Communication & Influence
• Technical Proficiency
• Ethics & Integrity
• Process & Continuous Improvement Orientation
• Results Orientation