The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
**Responsibilities**:
- Resolve issues that include uncommon and complex situations with significant organizational impact
- Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.
- Develop leaders by providing guidance and mentorship in conjunction with succession planning
- Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
- Recommend new work procedures and contribute to the development of new customer service techniques, models and plans
- Drive organizational change through innovation and process improvement, eliminating friction points for team
- Achieve team performance excellence to ensure high quality and high volume productivity




- Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
**Qualifications**:
- 5-8 years of relevant experience
- Intermediate to senior level experience in a related role with commensurate people management experience
- Call Center management experience, preferred
- Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
- Proficient project management skills
- Effective written and verbal communication and presentation skills
- Influencing and relationship management skills
**Education**:
- Bachelor's/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.**Job Family Group**:
Customer Service
- **Job Family**:
Service
- **Time Type**:
Full time-
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