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Customer Resolution & Digital Channels – National Trust Banking Job

Manager – Customer Resolution & Digital Channels
National Trust Banking Job Vacancies 
Closing Date: 2019/ 08 / 14
Job Profile
  • Conduct regular coaching on professional handling of customers queries and ensure high standard of call quality on the outgoing calls
  • Ensure high standard of quality is delivered through written customer correspondence and digital banking focus to deliver great customer experience
  • Capacity to develop and maintain effective and efficient Call Back Call Centre Operations and service excellence
  • Able to identify areas of improvement and implement strategies and necessary changes within the team
  • Manage quality assurance of the Contact Center in order to improve service, productivity and profitability.
  • Equip staff with the knowledge, practical skills and motivation to carry out their work activities effectively.
Special Skills
  • A team player with an outgoing personality and good marketing skills to develop a profitable customer base through service excellence is essential
  • Excellent people management skills
  • Ability to work under pressure
  • Analytical & Statistical skills
  • Excellent written and verbal communication skills
We are looking for candidates who demonstrate following values to “CREATE TOMORROW”;
  • Drive unparalleled customer experiences
  • Exercise innovative leadership
  • Demonstrate Business awareness & an entrepreneurial mindset
  • Focus on data-centric decision making
  • Commit to excellence
Experience & Qualifications
  • 7 Years out of which 2 Years at Managerial Level with hands-on with exposure to Contact Centre and Card-related Operational functions.
  • A Degree or a Full/Part Qualification (At least up to Managerial level for CIMA students)