Service Assurance Lead
UOB · Ho Chi Minh (City Area)
Full-timeonsitemidOtherCustomer Service
รายละเอียดงาน / Description
Based in Vietnam, this role focuses on enhancing customer service quality across all banking channels by leading process reengineering initiatives. The position involves managing the complaint monitoring framework, identifying service gaps, and driving operational improvements to boost customer satisfaction. This individual will ensure compliance with regulatory standards and contribute to strategic goals within the Personal Financial Services department.
หน้าที่ความรับผิดชอบ / Responsibilities
- Lead diagnostic reviews of customer journeys and identify service delivery inefficiencies.
- Collaborate with various teams to implement streamlined, customer-centric processes.
- Manage the end-to-end complaint process, ensuring timely resolution and compliance.
- Analyze complaint data to identify trends and root causes, providing insights for improvements.
- Define and enforce service quality standards, conducting regular checks and monitoring KPIs.
- Act as a service excellence ambassador, promoting a customer-first mindset and engaging stakeholders.
คุณสมบัติ / Qualifications
- Minimum 5-8 years of experience in banking operations or customer experience.
- Strong understanding of retail banking products, processes, and regulatory requirements.
- Proficiency in data analysis, complaint management systems, and process mapping tools.
- Excellent communication and stakeholder management abilities.
- Strong problem-solving skills.
ทักษะที่ต้องการ / Required skills
- Banking Operations
- Customer Experience
- Service Assurance
- Retail Banking
- Regulatory Compliance
- Data Analysis
- Complaint Management
- Process Mapping
- Communication
- Stakeholder Management