Service Manager

POSITION SUMMARY:

Oversee the workflow of large scale banking data processing BPO teams in Ho Chi Minh City. Ensure smooth operations, strong customer satisfaction, and timely delivery of banking service processing. Guide and support staff, resolve complex issues, and take ownership of project performance

RESPONSIBILITIES:

1. Project management

Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)

Make sure new projects are implemented successfully, by:

Provides expert understanding of banking services (focusing on payment processing, lockbox management areas, processes and equipment)

Join training sessions with customers to gather their requirements

Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals

Coordinate with other relevant people/departments for project testing/UAT and transfer the knowledge to related people through training

Support/supervise Service Assistant during project running

Monitor project on a daily basis and make improvements/adjustments when needed

Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved

2. General management

Provide accurate and timely information for related departments when required

Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects

Cooperate with Operations Management unit to have proper resource planning

Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency

3. Others

Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed

Escalate to higher management for anything which is beyond authority or poses risks to the projects

Job requirements

How well do you fit this job and rank among other candidates

JOB REQUIREMENTS:

*** Education:

University/College degree

Excellent in English

*** Technical skills and experience:

At least 2 - 3 years of working experience in BPO, customer service.

MS Office (Word, Excel, PowerPoint)

Strong presentation expertise is required, with the ability to clearly present project performance, insights, and proposals to US clients and internal stakeholders

Demonstrate flexibility in working time to join late calls with US clients

Having experience in banking service or financial documents is an advantage

*** Soft-skills:

Negotiation skill

Problem solving

Communication and interpersonal skills.

Leadership and supervision skills.

Planning and analytical skill

Presentation skill

Team working skill

*** Attribute:

Strong multi-tasking abilities

Good team player

Hardworking

Innovation and creativity

***Others: nice to have candidates can onboard asap.

Notes: By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection.