Team Leader – Premium Contact Centre Operations

We seek an experienced and customer-focused Team Leader – Premium Contact Centre Operations to lead our inbound Contact Centre operations supporting Affluent and High-Net-Worth (HNW) customers.

The successful candidate will be responsible for delivering a high-quality, personalized and seamless customer experience while managing day-to-day operations, team performance and service excellence.

Key Responsibilities

• Lead and manage day-to-day inbound Contact Centre operations for the Premium Customer Service segment
• Ensure premium, personalized and relationship-led service to Affluent and HNW customers
• Manage inbound call volumes, service levels, queue performance, productivity and operational KPIs
• Monitor operational performance and take timely corrective action to achieve agreed service standards
• Handle escalated, complex and sensitive customer interactions with professionalism, empathy and sound judgment
• Ensure customer requests, complaints and service issues are appropriately owned, followed up and resolved within agreed SLAs
• Coach, mentor and develop Contact Centre staff on premium customer handling, communication and service standards
• Conduct regular performance reviews, call quality assessments and coaching sessions
• Monitor call quality, customer feedback, CSAT, NPS and other service quality indicators
• Identify service gaps and implement initiatives to continuously improve customer experience and operational efficiency
• Coordinate closely with Relationship Managers and relevant internal teams to ensure seamless end-to-end customer service
• Ensure strict confidentiality and appropriate handling of sensitive customer and financial information
• Promote a strong culture of customer centricity, accountability, professionalism and service excellence within the team

Candidate Requirements

• Minimum 3–5 years’ experience in Contact Centre, Customer Service or Customer Experience operations
• Proven experience in a Supervisory or Team Leader capacity
• Strong hands-on experience in inbound Contact Centre operations and service management
• Proven experience managing escalations, complaints and sensitive customer interactions
• Previous experience serving Affluent, HNW, Premium Banking, Private Banking or relationship-managed customers will be highly advantageous

Knowledge & Skills

• Strong understanding of Contact Centre KPIs and operational metrics, including Service Level, Average Handling Time (AHT), Abandonment Rate, Productivity, Quality Scores, CSAT/NPS and SLA Performance
• Excellent communication and interpersonal skills
• Strong leadership, coaching and people-management capabilities
• Excellent problem-solving, decision-making and analytical skills
• Strong stakeholder management and cross-functional collaboration skills
• Exceptional customer-centric mind-set with the ability to deliver personalized service
• High level of integrity, confidentiality, professionalism and discretion