Assistant Vice President, Email, Chat & Social Media

Responsible for managing and optimizing the performance of Alternate Channel Engagement (ACE) team in handling email, live chat, and social media interactions for the bank. This role ensures high-quality, timely, and efficient responses to customer inquiries, complaints, and service requests across non-voice channels, aligning with the team’s service level, Key Performance Indicators and regulatory compliance. The Unit Head also collaborates closely with other units within contact centre and other departments in the bank to drive improvements in customer service standards and enhance the overall customer experience.

Operational Excellence

• To be guided by the Job Description of an ACE Officer in handling emails and social media & chats in the following responsibilities:
• Knowledgeable in multi products and able to handle enquiries, requests & complaints via Social Media network such as Webchat, Facebook , etc
• Taking the responsible in ensuring Social Media Service Level target is met
• Act as role model to other CSO and champion Contact Centre behaviors that reflect the department culture at all time.
• To achieve Key Performance Indicator agreed in the Individual Performance Plan (IPP)
  
  

Service Quality

• Adhere to the email/chat processes as per SOP to minimize defects
• Actively identify and communicate customers’ feedback and operational gaps for improvements that will improve customer experience
• To keep abreast with the latest promotions, new product and processes through Knowledge Base Portal and attending briefings or training
• Play the role of a coach/mentor for new hires
• Act as role model to other CSO as a customer advocate
• Champion the Service Promise that delivers on the department Vision.
• Participate in the Business Continuity Plan where applicable
  
  

Career Development

• Participate in job rotation within social network for self-development
• Work with Manager of Email & Social Media to identify training needs to improve competency
• Work as a team and build rapport with team members in building a positive working environment
• Participate as coach/mentor for new hires
  
  

Compliance & Risk Management

• Maintain confidentiality of the bank’s customers and data
• Ensure that all policies and guidelines set by compliance are adhered to and practice prudent risk taking
• Escalate any compliance gaps to Unit Head that impact the operations at the Contact Centre.
• To ensure compliance to banking acts and standard operating procedures
• Escalate any compliance gaps to Customer Care Manager that impact the operations at the Contact Centre.