An attractive Head of Customer Service (Stockbroking) in a reliable financial organization based in Kuala Lumpur has just become available.
About the Head of Customer Service (Stockbroking) role:
You will be responsible and accountable for operational delivery, statutory compliance, identifying and developing culture, processes, performance improvements and efficiencies for customers and the customer service team, who typically deliver customer interactions across multiple channels.
Key Responsibilities:
- Provide departmental development directions to the customer service team and determine the operational strategies by conducting needs assessments, performance review, capacity planning and cost/benefit analysis.
- Strategically lead and develop a customer service team to enhance performance by setting clear accountable performance measures.
- Improve Net Promoter Score (NPS)/Customer Satisfaction (CSAT) Score, or other Customer Metric.
- Use customer Insights and root cause analytics to identify company-wide improvements and presentthem to the CEO/Management Committee. Act as the Voice of the Customer (VOC) across the organisation.
- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
- Work effectively with all peers and the board/stakeholders to negotiate and influence customer improvements.
- Provide leadership and strategic support in meeting day-to-day customer support functions and objectives including service excellence and to support continuous improvement and development of customer support functions.
- Responsible for department financial objectives by estimating requirements, preparing the annual budget, scheduling expenditures, analysing variances, and initiating corrective actions.
- Responsible for department human resource objectives by recruiting, training, assigning, coaching, counselling, disciplining, planning, monitoring, appraising, enforcing policies and procedures, administering scheduling system, and communicating job expectations to employees.
To succeed in this Head of Customer Service (Stockbroking) role, it is important to have strong strategic and customer focus with a clear understanding of issues impacting the stockbroking industry.
Key Requirements:
- Candidate must possess at least Bachelor's Degree/Post Graduate Diploma/Professional Degree in any disciplines or equivalent.
- Must possess or obtain Capital Market Services License.
- Module 6 – Stock Market and Securities Law
- Module 7 – Financial Statement Analysis and Asset Valuation
- Required language(s): Bahasa Malaysia, English
- At least 5 Year(s) of supervisory/management experience in a high volume call centre. Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets/service agreement level, in quality led, legislative compliant environment.
- Possessing at least 4-5 years of working experience in stockbroking dealings is an added advantage.
- Strong strategic and customer focus with a clear understanding of issues impacting the stockbroking industry.
- Excellent communication and negotiation skills.
- Evidence of well-developed leadership skills.
- Able to adapt and succeed in a changing environment.
It is much more than financial services and is anything but traditional. If you are a talented and focused professional seeking the right opportunity to take your career forward, this job is the role for you.
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C
