Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016—the Bank of the Year – Philippines by The Banker.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As Head of Contact Center Group, you will be responsible for the overall management of the contact center of the company – Inbound and email to: Attain the prescribed service levels and TATs in the most effective and efficient manner, Deliver the requirements of the various businesses and products being supported by the Call Center through constant improvements in its processes and technical platform, Ensure that the Bank’s image is consistently upheld in every customer interaction. Review and assess the IVRS functionality as well as the call flow to be able to recommend enhancements/upgrades necessary to keep a robust IVRS facility. Monitor costs/expenses by the Call Center ad operate at least cost, optimal benefits

How you’ll contribute

• Keep abreast with industry practices and the latest technology that can be useful to the team
• Responsible for KRA-setting and in meeting / exceeding the set KRA’s
• Develop customer interaction strategy and programs aimed at gaining loyalty   and providing value to the Call Center functions
• Manage relationships with external vendors and suppliers to the goals of the Call Center
• Raise relevant issues in a timely manner; in the same manner encourage the team to escalate issues and feedback from customers
• Provide regular feedback to other departments, business teams, and product owners regarding customer inputs, insights, and inquiries as gathered by the team
• Management of costs and expenses of the group
• Set up,  configuration, and administration of the Call Center (Cards and Bank) telephony and work station requirements
• Ensure that the necessary and relevant processes and systems are available and document
• Manage skillset assignments for Inbound, Outbound, and Email
• Develop performance metrics, ethical guidelines, code of conduct, and behavioral expectations
• Raise  team performance by actively initiating and recommending improvements  in the Call Center Operations, Customer handling, and Quality compliance
• Manage load  balancing initiative for Inbound, Outbound, and Email
• Work across departments and functional groups for alignment of plans and programs
• Oversee special projects assigned  to CCG
• Provide information to the  Training team and Product owners regarding the training needs of the Call Center Group
• Responsible for the integrity, quality, and accessibility of the data held by the Contact Center (Cards and Bank) and the designated heads, team leaders, and agents
• Management  of Risk faced  by the group
• Performs other related tasks which may be assigned from time to time

 

What we’re looking for

• Graduate of any Bachelor’s Degree in any related field
• At least 4 years of proven experience heading a Contact Center in the banking or financial industry
• Must possess leadership skills, communications skills, and writing skills. Must be highly dedicated, motivated, proactive, engaged, and with a strong sense of ownership. Should be able to lead/facilitate discussion on banking-related applications and systems with the different Bank’s Business/Operations groups