Director, Head of Customer Service

Primary Objectives• Monitor/ Observe customer service activities national wide including Customer Service team and Call center team and report to direct Manager monthly.• Simplify process, procedures to enhance service quality to bring the best customer experience.Main responsibilities1. Customer Services Operations:• Review all current procedures and update accordingly to be in line with HSC’s strategy; Provide the best quality services of HSC to enhance customer experience.• Improve quality services of Call center.• Communicate to clients directly to solve their enquiry, complaints once the issues escalated.• Receive Customer’s feedback to improve our quality services.2. Customer Service Program & Operations Projects:• Lead the full process from planning, execution and monitoring of all major customer service & operations initiatives.• Lead Operational Process Improvement with strong focus on Cash Management – design and implement initiatives to reduce cost, increase processing speed, mitigate fraud risk and optimize cash holding• Oversee the rollout and continuous enhancement of Security across all customer authentication touchpoints, ensuring regulatory compliance and seamless customer experience.• Contribute to the development of the CRM system – support feature development, advanced customer segmentation, and customer journey automation in collaboration with the others functional teams.• Work with relevant departments to build up new products (if any).3. Team Development:• Develop and manage the operating budget for Customer Service and assigned projects• Build a high-performing team with strong middle management layer and a culture of service excellence.