The Head of Customer Care Department is responsible for the overall management of customer care operations, ensuring compliance with internal and external regulations while achieving service quality, Net Promoter Score (NPS), income, and revenue targets. The role drives customer-centric initiatives, oversees escalations, and represents the division in regulatory and cross-functional engagements.
Core Responsibilities
- Delivers NPS goals for ULC by spearheading initiatives and collaborating across divisions
- Manages teams handling customer escalations, CX optimization, and customer care support
- Defines and implements policies and procedures for contact center complaints, card servicing, and incident handling
- Leads service quality initiatives, process improvements, and customer-centric projects
- Monitors performance of section heads to ensure KRAs and quality standards are met
- Provides regular updates to ULC management on customer servicing and complaints
- Represents ULC in bankwide initiatives and regulatory meetings (e.g., BSP, DTI)
- Controls operating expenses within budget
- Oversees training and development of staff to ensure continuous growth
- Drives functional excellence by reviewing KRAs, service quality standards, and process improvements
Qualifications
- Bachelor's degree required; advanced studies preferred
- Customer service and service level management
- Strong leadership and people management
- NPS and Six Sigma practitioner
- Technical expertise in process reengineering
- Minimum 5 years in service quality and management
- Minimum 5 years in customer service and handling
- Minimum 5 years in process review and improvement
- Proficiency in MS Word, PowerPoint, and Excel
