Assistant Vice President, Support Center VN

Key Responsibilities
Customer Experience & Service Excellence

• Lead and foster a customer-obsessed culture, ensuring the high standards of customer experience (CX) across all support centre interactions.
• Own and manage the end-to-end Customer Complaint Management process, including complaint handling, escalation resolution, root cause analysis, and implementation of corrective actions.
• Monitor customer satisfaction metrics and drive continuous improvement initiatives to enhance customer experience.
• Ensure achievement of service level agreements (SLAs), quality standards, customer satisfaction targets, and operational KPIs.
• Conduct regular call/chat quality reviews and provide coaching to enhance service delivery and customer outcomes.

Inbound Service Operations

• Lead day-to-day inbound service operations, ensuring efficient handling of customer enquiries across all support channels.
• Optimize workforce planning, scheduling, and resource allocation to maintain service levels and operational efficiency.
• Ensure consistent delivery of high-quality customer service and adherence to regulatory and operational requirements.
• Monitor service performance and implement action plans to improve productivity, quality, and customer outcomes.

Outbound Sales & Campaign Management

• Manage outbound sales and customer engagement activities to support business growth objectives.
• Work closely with Product, Marketing, and Business teams to execute outbound campaigns, customer retention, cross-sell, and up-sell initiatives.
• Monitor campaign effectiveness, sales conversion rates, and productivity metrics to drive continuous improvement.
• Ensure outbound activities are conducted in compliance with regulatory and customer consent requirements.
• Develop sales capabilities within the team through coaching, performance management, and best-practice sharing.

Support Centre Operations & Process Management

• Establish, review, and continuously improve Support Centre processes to support evolving business objectives and customer needs.
• Design and implement policies, procedures, and operating guidelines related to Support Centre operations, customer experience, complaint management, and sales activities.
• Ensure all process changes are effectively communicated and implemented across the team.
• Optimize resource utilization and workforce planning to support business growth and operational efficiency.

Digital Transformation & Technology Enablement

• Work with Technology and Digital teams to define business requirements for improving Support Centre digitalization initiatives.
• Support system testing, user acceptance testing (UAT), and operational enhancements.
• Drive continuous improvement of self-service capabilities, including chatbot and digital support channels.
• Ensure sanity check quality management for all Digital build before rolling out to customers
• Identify automation opportunities to improve customer experience, operational efficiency, and sales effectiveness.

People Leadership & Talent Development

• Lead, motivate, and develop Support Centre team members to achieve service, sales, and customer experience objectives.
• Communicate clear performance, productivity, sales, quality, and behavioral expectations.
• Provide regular coaching, feedback, training, and development opportunities to build team capabilities and support succession planning.
• Foster a high-performance and engaged culture focused on customer centricity, operational excellence, and sales effectiveness.

Stakeholder & Governance Management

• Act as the key point of contact for Support Centre, Customer Complaint Management, and Outbound sales related matters.
• Collaborate with internal stakeholders to resolve operational issues and drive service improvements.
• Ensure compliance with internal policies, regulatory requirements, conduct standards, and risk management frameworks.
• Provide regular reporting and insights on customer feedback, complaint trends, service performance, sales outcomes, operational productivity, and improvement opportunities.

Job Specification

• Degree in Banking/Finance/Business with above 7 years of relevant experiences with Support Center and team management
• Experience in managing an in-bound call center team is required to be successful in this role.
• Experience in managing digital service channels including live chat, email, social care are important.
• Experience in call forecast/operation resource management is important

Technical/Functional skills

• Knowledge of banking products and services are preferred.
• User Acceptance Testing
• Working knowledge of Call Center processes and systems
• Identifying and analysing customer’s needs to give tailored solutions

Personal skills (Soft Competencies [Core/Leadership])

• A careful and hardworking person displays patience and empathy
• A highly organized and hard-working individual
• Open mind and easily to connect with colleagues
• A knowledge expert to teach/mentor others
• Adaptable mind-set to work in fast-pace environment