• Leads and effectively executes the business plans for the Value Centre and designs distinctive value creating agendas to ensure smooth execution of the non-cash transaction and ensure prompt and proper customer coverage at all times by overseeing the arrangement and schedules to ensure the delivery of an exceptional customer-focused experience

• Provides full support to the Virtual Tellers in their daily transactions and effectively resolves any problems arising from interactions with internal stakeholders or external customers

• Minimizes and reduces customer-waiting time while ensuring the maintenance of accuracy in the non-cash transaction

• Reconciles all the non-cash transaction at the end of each day for the branch manages the reconciliation process and undertakes totally of the opening and closing balance to minimize losses through frauds

• Establishes robust quality management guidelines to achieve a high quality of customer support in the delivery of a distinct and personalized customer experience

• Actively monitors and maintains high levels of customer satisfaction through the continuous reinforcement and improvement of service standards

• Oversees resource allocation and daily operations of inbound or outbound customer service contact-center environments to ensure optimum utilization of staff to enhance productivity while delivering 24/7 ready assistance and excellent customer service

• Identifies and executes against opportunities to optimize operational metrics such as customer wait time and transaction processing through creative scheduling analysis

• Participates, as required, in various cross-functional groups on topics such as audit and compliance and information security to minimize operational risk

• Defines goals and key performance indicators for each member of the team and ensure effective implementation of the performance management process

• Develops talent within the team by providing coaching to achieve the defined goals

• In addition to the primary responsibilities, the role holder will also be accountable for one of the following portfolios:

• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent.
• At least 6 year(s) of working experience in managing customer service or customer experience is required for this position.
• Experience working in the Customer Service Center of banking / financial services would be an added advantage.
• Proven record in managing customer experience and Net Promoter Scores (NPS)
• Ability to command both spoken and written in Myanmar and English.
• Strong knowledge in Microsoft Office and Customer Service related applications.
• Possess strong problem-solving skills, leadership, professional maturity, communication skills and ability to work independently.