DIGI-TEXX Vietnam 3.9 ★

Hồ Chí Minh

100 - 200 nhân viên

https://digi-texx.com/vi/

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Việc làm DIGI-TEXX Vietnam

Cập nhật 28/12/2024 13:52

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Senior Officer, Corporate Supporting Services (40000249)

DIGI-TEXX Vietnam 3.9★

28 đánh giá 248 việc làm 1 lượt xem

Thông tin cơ bản

Mức lương: Thỏa thuận

Chức vụ: Nhân viên

Ngày đăng tuyển: 07/12/2024

Hạn nộp hồ sơ: 23/01/2025

Hình thức: FULL_TIME

Kinh nghiệm: 3 - 4 năm

Số lượng: 1

Giới tính: Không yêu cầu

Nghề nghiệp

Nhân Viên Dịch Vụ Khách Hàng

Ngành

Banking

Job Purpose

The job holder primarily accountable for providing support in according with GTS service standards provided to specific rainmaker clients across GTS products/service including Cash Management,Trade, SCF, Liquidity Managements, Custody services (optional: but not limited to lending products/services) throughout transaction journey from Pre – In – Post transactions.

Key Accountabilities (1)
COROPRATE SUPPORTING SERVICES

Providing support to BB clients and BB Branches ONLY through client transactional journey ((PRE-Transaction --> IN-transaction --> POST-Transaction) across the bank's products và services as set in the service standards and/or promised by the Bank under business programs/ agreements, including handling feedback/complaints.
Being the senior “skilled agents” (2nd layers” in service và support flow starting from the single-contact-point, so called ""Client Contact Center"" (CCC)
Act as technical experts to provide guidance, instructions, supporting to Clients in preparing transaction requests so they can make transaction requests successfully. (PRE-Transaction journey)
Support, update client re transaction status, additional supporting docs/info, exceptional approval required…across GTS products / services và lending (IN-Transaction journey)
Support, update client re transaction status, additional supporting docs/info, additional services required…across GTS products / services và lending (POST-Transaction journey)
Ensure all enquiries và supporting requests are answered/resolved in compliance with the Bank's và legal regulations
Full compliance and achievement in service standards offered/agreed to each rainmaker
Periodic consolidate service và support request report including statistics of service SLA, support quality, clients feedback/comments, etc

IN ORDER TO achieve a team with high caliber to deliver excellent service quality under TCB corporate service charter.

Key Accountabilities (2)
CORPORATE SERVICE QUALITY MANAGEMENT và MONITORING

Monitor GTS service across the bank's products và services as set in the service standards and/or promised by the Bank under business programs/agreements and ensure those are met by other functional teams (Chain coordinator)
Oversight and support Client support service team in solving “complicated” client issues including involvements of multi-functional teams and where technical / exceptional solutions required
Be responsible for all clients’ issues including consulting, supporting clients in preparing transaction requests, information / supporting docs required, etc..including handling feedback/complaints.
Lead and coordinate functional teams involved in transaction processing steps with objectives of meeting service standards agreed with Clients, risks are controlled/mitigated, compliance objectives are achieved. Periodic consolidate service và support request report including statistics of service SLA, support quality, clients’ feedback/comments, etc.

IN ORDER TO reduce breach of service quality and achieve high client satisfaction and loyalty

Key Accountabilities (3)
CORPORATE SERVICE QUALITY STANDARD MAINTENANCE

Accountable to deliver client service standards for GTS related activities for all clients and coordinate the service delivery team and other internal stakeholders (GTS Service Managers, Service standard/policy make, etc.) to develop clients' service proposition and manage clients' service needs, identify opportunities and deliver the Bank's services post successful mandate of the clients.
Ensure optimum service delivery by monitoring of transaction dashboard and proactive review of client data
Uphold good conduct - ensure full compliance with regulations, policies, and procedures
Support in reviewing the process of consolidating service process and transactions and provide advice on improvement of service standards

IN ORDER TO ensure adherence to TCB’s superior service culture

CORPORATE SERVICE QUALITY ENHANCEMENT

Responsible for gathering Voice of Customer (VOC) (feedback) from key accounts in terms of service and sales capabilities offered by GTS, and to collate and report back the findings to the GTS Service Director and other key stakeholders to make aid in decision making
Manage corporate relationships and encourage client providing feedback on the service quality
Logging and handling of non-standard enquiries and liaise with the other functional teams to resolve.
Gather feedback from client / conduct service reviews with selected clients and identify and close gaps between clients’ needs and service delivery

IN ORDER TO optimise customer satisfaction, retention and proactive client engagement

Success Profile - Qualification and Experiences

Qualification: Bachelor’s degree or its equivalent and a relevant professional qualification will be beneficial (i.e. not required) in data analytics, marketing, or project management
Experience: 3+ years of relevant experience in a coordinating role in the frontline units of a business with a large portfolio of customers
English: TOEIC 650 or equivalent
Technical Knowledge:
Comprehensive product/process knowledge and market trends and best practices on maintaining and enhancing service standards in both physical and digital channels
Ability to apply questioning skills for in-depth analysis of attitudes, situations, problems and priorities to determine optimum strategy on how to deal with them
Demonstrate an experience in leading an effective cross functional team
Excellent communication skills and assertiveness and strong sense of initiative

Khu vực

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Báo cáo

DIGI-TEXX Vietnam Xem trang công ty

Quy mô:

100 - 200 nhân viên

Địa điểm:

CVPM Quang Trung, Phường Tân Chánh Hiệp, Quận 12, Thành phố Hồ Chí Minh, Việt Nam

DIGI-TEXX là Công ty chuyên cung cấp các giải pháp về Công Nghệ Thông Tin & Gia công quy trình kinh doanh (BPO), có 100% vốn đầu tư của Đức với hơn 19 năm kinh nghiệm.Trong 19 năm qua, chúng tôi đã thành công trong việc định vị mình là nhà cung cấp dịch vụ đáng tin cậy cho nhiều ngành công nghiệp khác nhau. Trụ sở chính của DIGI-TEXX đặt tại Thành phố Hồ Chí Minh tại Công viên Phần mềm Quang Trung. Chúng tôi có một chi nhánh tại Thành phố Cần Thơ và một văn phòng đại diện tại Fukuoka (Nhật Bản). Chúng tôi trao quyền cho khách hàng của mình trên khắp Châu Âu, Châu Mỹ và Nhật Bản, Hàn Quốc và Việt Nam bằng cách sử dụng các công nghệ như AI, Deep Learning, Phân tích dữ liệu lớn và Thị giác máy tính trong các dịch vụ và giải pháp của chúng tôi. DIGI-TEXX có hơn 1300 nhân viên, hoạt động 24/7, hỗ trợ hơn 30 ngôn ngữ xử lý.

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