Contact Centre Inbound Team Leader

Sky Service Affluent - Team Leader-Sky Channel-Contact Centre Inbound

The Sky Service Affluent Team Leader will oversee a dedicated team, ensuring top-tier service for our most valued clients. This role is pivotal in maintaining client satisfaction and loyalty, focusing on relationship-building and exceptional customer experiences.

• Manage and mentor a team of 15-20 Relationship Managers, providing guidance and support.
• Engage with High Net Worth Individual (HNI) clients, understanding their needs and offering tailored solutions.
• Ensure timely and accurate resolution of client queries and concerns, maintaining high satisfaction levels.
• Conduct regular team meetings, providing performance feedback and setting goals.
• Implement strategies to enhance team productivity and efficiency, driving business growth.
• Stay updated on industry trends and client preferences, sharing insights with the team.
• Collaborate with other departments to ensure seamless client experiences across channels.
• Monitor and analyze team performance, identifying areas for improvement and implementing training programs.
• Build and maintain strong relationships with key clients, fostering long-term partnerships.
• Ensure compliance with bank policies and regulations, maintaining a high standard of ethical conduct.

• Bachelor's degree in Business, Finance, or a related field.
• Minimum 5 years of experience in a leadership role, preferably in a banking or financial services environment.
• Proven track record of successfully managing and motivating high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients.
• Strong problem-solving and analytical abilities, with a focus on client-centric solutions.
• Proficiency in using CRM systems and other relevant software.
• Ability to work independently and manage multiple priorities effectively.
• Strong organizational skills and attention to detail.
• Willingness to stay updated on industry trends and best practices.
• Flexibility to work in a dynamic and fast-paced environment.

Experience Level

Senior Level