Head of Customer Service
Bangkok Bank Singapore is a full licence bank operating in Singapore since 1957. We provide a wide range of wholesale and consumer banking and financial services to meet the diverse needs of our clients.
We are looking for a dynamic individual to join the Bank as the Head of Customer Service to lead our team with enthusiasm. The successful candidate will oversee, supervise and direct all work performed in the retail branch of the Bank, covering both front, middle and back-end operations of the branch. He/ She will manage staff, foster a positive work environment and ensure customer satisfaction and proper branch operation. He/ She will have a hands-on approach and will be committed to help drive and support process re-engineering and digitization initiatives and be a key member to support and drive the Bank’s core banking system change.
Job Responsibilities
The successful candidate will be required to:
· Manage the staff and the day-to-day operations of the Customer Service Department to ensure that the daily activities of the department comply with the Bank’s policies, procedures, relevant regulations and proper functioning of controls and that customer service standard is maintained at all times.
· Ensure due diligence is performed on existing clients to comply with AML/KYC regulations.
· Provide leadership and support collaborative efforts across the Bank.
· Take the lead to foster a strong compliance culture by taking ownership of inculcating the desired conduct, values and behaviours in the staff.
· Take the lead to foster a strong risk and control culture and drive risk and control awareness to the staff.
· Take the lead to foster and promote teamwork.
· Drive and support process re-engineering and digitization initiatives to improve productivity.
· Drive the core banking system change within the Customer Service Department.
· Ensure that Branch Operating Manual is reviewed and updated in a timely manner.
· Ensure audit/compliance observations are closed in a timely manner.
· Proactively identify, assess and review the performance of the staff and identify gaps, if any, and work with Human Resources to upskill/re-skill the staff to increase operational effectiveness and efficiency and to future-proof all roles.
Requirements
- Recognized Degree
- Minimum 15 years' experience in a similar role with a bank
- Able to work independently with both internal and external stakeholders
- Able to build trust and maintain effective working relationships with various stakeholders
- Good communication and interpersonal skills
- Proficient in the use of Microsoft Office tools
- Able to handle multiple projects/tasks effectively
- Role specific technical competencies include retail banking services; Anti-money laundering policies and procedures; Financial Services Regulatory Environment; Process Management.
- Role specific industry knowledge and experience include MEPS+; G3/CTS, including participation in annual industry exercise; SDIC knowledge and testing; ISO20022 project testing and involvement; an understanding of the banking industry and its best practices.
- Experience in FAST, PayNow setup is a plus
- Experience of AML requirements via a client on-boarding role or similar role including an understanding of client structures and AML requirements on individuals and corporate is an added advantage
