Team Leader

 

The Bank is seeking to recruit a Team Leader for its Call Centre.

If you are interested in joining the Bank’s team and satisfy the requirements outlined hereunder, then we are 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 over 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 Team Leader will be responsible for managing a team of Call Centre agents and liaising with different Units and Departments to streamline processes, whilst ensuring an optimal customer service. A key deliverable will be to build operational capability to robustly handle multi-channel contacts and proactively deliver a service that meets and exceeds clients’ expectations, in line with regulatory requirements.

 

You will be responsible to:

  • manage and develop the team, to achieve their performance targets; 
  • conduct on-the-job training and coach the team depending on the Unit's needs; 
  • design and carry out in-depth analysis to interpret results and make recommendations for improvements; 
  • assist in developing call centre campaigns and market research; 
  • track business results against stated goals and objectives and take corrective action, if required;
  • keep abreast of business and regulatory requirements and ensure compliance;
  • participate in the planning and implementation of new projects, products and plans to achieve short and long-term goals; 
  • promote the Bank's products and services even during events which might come about outside working hours; 
  • follow up clients' written requests and direct them to the services they require; 
  • perform other related assignments/projects as requested by management; and 
  • instil a customer focused change environment with a culture of continuous improvements. 

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;
  • be results oriented;
  • be meticulous with attention to detail;
  • be a team player with good networking skills;
  • have a strong aptitude to learn and is well organised;
  • have good verbal and written communication skills; and
  • have previous experience working in a customer centre 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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