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Lead, Customer Remediation Support Services

NAB Innovation Centre Vietnam · Hà Nội
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Nhân viên
Ngành nghề
Ngành nghề khác
Mức lương
Thương lượng
Địa điểm
Hà Nội, Hà Nội, Hà Nội

Tổng quan

  • Lead a team responsible for processing information to assist the client on deregistered company cases that necessitate investigation, blocking, and account closure, including process information within client's system and preparation of remittance file, ensuring compliance with obligations and NAB’s code of conduct
  • Work closely with onshore Lead and Consultant in DRCO (Deregistered Company Operations) to deliver business goals by providing direction, leadership, and coaching to the DRCO team.
  • Coordinate the daily activities of the NAB Vietnam DRCO team ensuring that work is completed efficiently, accurately and within the standards set out in Service Level Agreements, service standards and performance targets, and in compliance with policy, procedure and statutory requirements.
  • Process information to assist the client to settle customer account issues customer account issues and perform quality checks and assurance as SME.
  • Use strong relationship and coaching skills to achieve business goals through the leadership of people and other key stakeholders including the development of quality internal and external networks.
  • Setting clear and measurable goals for the team aligned with organisational KPI’s.
  • Capacity planning and developing cross-skilling strategies to ensure the business is operating effectively, working closely with the onshore Lead, DRCO to ensure effective balance of resources on work.
  • Ensure the team to assist the client to deliver an exceptional customer experience and grows customer advocacy of NAB as well as positive feedback from colleagues across NAB.
  • Monitor individual & team performance, team engagement, providing performance feedback Including recognition and performance improvement plans.
  • Identifying opportunities for improvement of process and operating rhythm, providing input to establishing, managing and reporting of activities and issues.

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