Manager

The Bank is seeking to recruit a Manager to join its Customer Service Centre team.

If you're interested in joining the Bank’s team and satisfy the requirements outlined hereunder, then we're interested in you 

Who we are

We are a leading financial institution, a key player in the Maltese market and part of a highly diversified multi-national group of companies. Employing a team of 220 employees, the Bank offers a full range of lending and savings solutions to both personal and business customers. We strive to offer a highly personalised service through our network of twelve retail branches spread across the Maltese Islands.

We are a team of inspired people who believe that opportunities start with a conversation.

Duties and responsibilities

The Manager will be responsible to lead a team of customer service agents and manage the operations of the Customer Service Centre. This will include liaising with different units and departments to streamline processes, whilst ensuring optimal customer service. A key deliverable will be to build operational capability to robustly handle multi-channel contacts and proactively deliver service that meets and exceeds customers’ expectations in line with regulatory requirements.

You will be responsible to:

  • run and manage the call centre through the effective use of resources on a daily basis;
  • lead, motivate and develop the team, to achieve set performance objectives;
  • conduct on-the-job training, performance monitoring and coach the team for continuous development;
  • ensure a homogeneous high-level service delivery and a high-level of customer satisfaction through the various channels available, including BECS (BNF Electronic Customer Service) our virtual agent, whilst being always on the lookout for new improvements;
  • ensure that contacts and queries with the Bank are handled within predetermined time scales and are properly dealt with;
  • ensure that staff members promote the Bank's products according to customers' needs and effectively refer leads to other units within the Bank;
  • manage administrative work in connection with the running of the Centre in an efficient and effective manner, whilst ensuring that procedures and guidelines are properly documented and updated;
  • utilise customer quality measurement tools effectively, to monitor customer satisfaction;
  • embrace, promote, and manage a compliance culture within the team, in line with Bank's procedures and all other relevant regulatory requirements;
  • consistently promote the Bank's image, products, and services even outside standard working hours; and
  • perform other related assignments, tasks and projects as requested by management.

Competencies and experience

The potential candidate should be reliable and trustworthy, well-organised with a disposition to learn and have a team-oriented approach. The candidate should demonstrate good written and verbal communication skills in both English and Maltese.

You must:

  • have leadership skills with assertiveness, self-confidence and people management skills. keep customer experience (both external and internal) at the forefront of all actions performed;
  • lead by example and adopt a 'hands on' approach to work;
  • be able to perform on own initiative, able to multitask and remain calm under pressure;
  • be results oriented;
  • be a team player with good networking capabilities and conflict resolution skills;
  • have a positive attitude, be adaptable to change and be well organised;
  • have exceptional verbal and written communication skills; and
  • have a minimum of 5 years' experience working in a customer service environment.

How to apply

If you want to be part of our team, we invite you to send us a detailed CV highlighting your achievements. Applications should reach the Bank only by email on vacancies@bnf.bank.


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