After-Sales Team Lead
EastWest Bank
- Cebu City, Cebu
- Permanent
- Full-time
- Ensure compliance with service-related controls and implement policies to meet TAT, escalate urgent after-sales matters to VisMin Head, provide technical expertise and workarounds, respond to customer complaints, monitor support progress, and review store operations for efficiency and compliance with CMS controls.
- Oversee Team Leads and Systems Analysts, conduct coaching and learning sessions, recommend training for direct reports, facilitate daily/weekly huddles, monitor employee engagement, contribute to candidate sourcing and screening, and implement training programs for competency development.
- Create PPMS, operating manuals, SLAs, and TAT documents, identify process bottlenecks and suggest improvements, collaborate with department head on aftersales activities, and ensure employee compliance with bank regulations.
- Holder of Bachelor's Degree in Business, Management or any related field
- At least 1 year experience in People Management, Customer Support, Customer Engagement and/or IT Support
- Hands on experience in technical / systems analysis, My SQL / VB.net, Sharepoint, Power Apps/Power Automate
- Product Knowledge (including basic banking know-how)
- Creativity and resourcefulness to address complex concerns
- Career development and training opportunities
- Competitive salary package and benefits
- Performance-based incentives and recognition programs to reward high-performing individuals
- Opportunity to work with industry experts and be mentored by them
- Defined career progression paths to guide you in your professional growth