Manager, Service Quality Management, Contact Center

Job DescriptionCase ManagementAct as the primary point of contact for all intra- and inter-departmental customer feedback and complaints, coordinating with relevant stakeholders to identify root causes and determine appropriate resolutions. Ensure timely handling and resolution of customer issues, with proactive follow-ups to maintain accountability and stakeholder alignment. Deliver professional customer engagement and effective service recovery, ensuring a positive customer experience even in escalated cases. Data Analysis & Business IntelligenceManage the full lifecycle of data processes, including extraction, validation, analysis, and reporting, ensuring accuracy, integrity, and timeliness. Perform in-depth analysis of customer feedback and operational data to identify trends, patterns, and service gaps. Prepare and manage reports for management awareness and oversight.Provide actionable insights and business intelligence to support decision-making across the Contact Centre and the Bank. Service Improvement & Process OptimisationCollate and synthesise insights from complaints and data to identify systemic issues and opportunities for improvement. Recommend and support implementation of process, system, or product improvements to enhance service quality and reduce complaints.Drive continuous improvement initiatives, including automation and adoption of advanced analytics or AI capabilities where applicable. Stakeholder & Data GovernancePartner closely with business and support units to ensure alignment on service quality initiatives and data-driven strategies. Maintain high standards of data quality, governance, and compliance through proper validation, cleansing, and controls. Job requirement:Minimum 5 years of experience in Service Quality, ideally in Contact Center environment.Good knowledge in banking/cards process, products and systems.Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers.Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team.A strong customer service mindset with good communication and problem solving skills to represent the Bank to customers and general public.Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.High level of accuracy and attention to detail.Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” and “willing to learn” attitude.Have a good problem solving mindset when handling complaintsHighly motivated self-starter with initiative and showcases strong completer/finisher skills.