Customer Life Cycle Unit Team Leader

Key Accountabilities:

1. Assist in improving the efficiency and effectiveness of the workflow.

2. Act as a checker and participate in team evaluation and provide feedback (if required).

3. Participate in reporting RSCA quarter sample.

4. Provide periodical analytical reports according to identified time.

5. Manage and ensure accurate, timely distribution of call data to support efficient task execution and decision-making.

6. Monitor team performance against KPIs, provide coaching, and collect feedback to identify challenges and drive improvements.

7. Support agents in:

Tailoring their approach to different customer segments and share best practices for driving activation.

Identifying upselling/cross selling opportunities and refining their sales approach.

Identifying reactivation opportunities and refining their approach.

8. Track product uptake and share insights to improve team performance.

9. Identify customer feedback trends and escalate insights to direct manager for service improvement.

10. Identify recurring service issues and escalate them for resolution.

11. Collaborate with the internal stakeholders to align customer lifecycle management strategies with business objectives and regulatory requirements.

12. Oversee handling the related UAT testing and review the results to ensure correct implementation.

13. Ensure proper handling & resolving complaints in cooperation with Consumer Rights Protection – Compliance & Governance – in accordance with the policies and procedures and identified SLA.

Qualifications & Experience:

• Bachelor’s degree in Commerce, Business Administration, Accounting or its equivalence.

• 4 to 6 years of experience in sales or any related field of work, banking experience is a plus.