Take the lead in the strategic development and execution of “best in class” customer service technology, customer sales and service processes, in support of the overall business objectives to improves our customer service center.
Develop and operate new customer engagement channels using the latest technology i.e. Social media, AI, Chatbot interactions and ensure a singular and seamless customer experience across all channels, including supporting customer service infrastructure and technologies i.e. Biometric Authentication.
Expand the capabilities of opportunities for customer service channels to provide new and innovative service options for customers
Develop and design omni-channel structure for customer service channels and integrate with Digital channels offering collaborative customer experience across all Bank’s channels
Being the business representative coordinating with Transformation and IT team to provide business support for new delivery customer service solutions, designing, implementing new systems of enhancement for Customer service channels. Manage major and multi-disciplinary projects to implement new solution for Customer service
Qualifications
Bachelor or Master’s Degree in Computer Science, Computer Engineer, Information Systems, Business Administration or related fields
10+ years of project management experience with demonstrated success delivering products on-time, within budget, and in-scope
10+ years of experience in Customer service center, Digital Banking enablement and business development
Must have a technical background sufficient to understand Customer service technologies and technical issues.
5+ years of experience in managing project in Bank Industry
