Customer Service Director

Full Time


Опубліковано 1 month назад

Liobank by OCB

OCB – leading commercial bank in Vietnam

Liobank by OCB

Building on success of a neo bank concept in Europe, backed by OCB – leading commercial bank in Vietnam, Liobank is launched with an aim to revolutionize retail banking in Vietnam. We are the pioneer in providing hassle-free and attentive banking in Vietnam making it really easy for consumers to interact with their money. You could be a part of this exciting journey.

Your Role:

As the leader of the Liobank Customer Care Team, you will oversee Customer Support (calls and chats), Customer Special Care, HelpDesk, and Telemarketing teams. Your primary responsibility is to guide the team in delivering exceptional service to clients, creating an unforgettable client experience, and achieving operational KPIs and building strategy for Customer Support continuous improvement.

Who you are:

  • You are young, seasoned team builder, ambitious, flexible, and not afraid of the unknown.
  • You are open-minded and ready to embrace new approaches, not confined to past experiences or principles from other market campaigns, and eager to acquire fresh knowledge, insights, and experiences for practical application in your work.
  • Ability to work in an English- speaking multicultural environment.
  • Hi-energy and goal-driven personality, focused on achieving big things in ½ the time that it takes most people.
  • Can-do attitude
  • Ability to solve problems quickly and independently while working in a fast-paced environment.

What you will do:

  • You will create and improve processes, enhance support resources, and develop our Customer support strategy to support customer needs as the business grows.
  • Be a contact point for all Customer support topics, in order to ensure constant business continuity and delivery excellence.
  • Lead and motivate Team Members, increase team productivity, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation.
  • Communicate expectations to employees and provide timely updates and changes.
  • Set up and achieves KPI metrics and KPI incentives, ensure the service delivered to our customers meets contractual KPIs and financial expectations.
  • Monitor the performance efficiency of all direct divisions. Act as mentor and coach to ensure team members are able to meet their KPIs, including SLAs, Quality, Productivity etc.
  • Preparing, analyzing, and presenting data to direct manager and stakeholders as part of weekly and monthly performance reviews on support operations, including metrics, trends, and areas of improvement.
  • Identify performance related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment.
  • Collaborate cross-functionally and work closely with both internal and external stakeholders to ensure an optimal end to end customer experience. Proactively drive root-cause analysis of existing customer pain points in partnership with product and engineering teams.
  • Lead and inspire Operations Center team to maintain a constantly motivated and engaged team atmosphere.

Skill requirements:

  • Bachelor’s degree in business administration or relevant field.
  • Fluent English speaking is a must
  • Minimum 3-4 years of experience managing big scale operations (100+ people) in a hi-growth banking environment, including different channels of customer communication.
  • Good understanding of management practices and techniques.
  • Proven track record in being a team builder, growth in customer service quality
  • Highly data-driven, ability to deep-dive and analyze, play with pivot tables, and continuously improve the operations process based on key metrics and raw data.
  • Ability to multi-task, prioritize, manage time effectively and think outside the box.
  • Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction.
  • Excellent communication, engagement and people development skills.

We consider as a plus:

  • Previous startup or fintech experience.
  • Previous experience in a dynamic international and multilingual environment.
  • Demonstrated expertise in operational roles within international or European companies.

Salary – we are ready to discuss after the interview and make a competitive offer.