Manager Customer Services

Based in Port Moresby, the Manager Customer Services is responsible for leading BSP's customer-facing contact centre teams. The role ensures exceptional customer services are delivered to meet Business Unit SLAs and targets while upholding service quality and compliance standards.

What you will do

• Provide leadership and support to Contact Centre Team Leaders and phone-based agents.
• Monitor team performance, KPIs, and quality standards, providing regular updates to contact centre management.
• Participate directly in recruitment and selection processes with People & Culture to source high-calibre team members.
• Implement initiatives and development plans to improve skills, quality, and performance across the team.
• Ensure effective and consistent communication throughout the team to encourage customer insight and feedback.
• Build and maintain effective internal and external stakeholder relationships.
• Identify and instill best practice processes, systems, and drive continuous operational improvement.

What they ask for

Experience: 5+ years

• Over 5 years of experience in a financial institution in customer service leadership roles.
• Strong knowledge in call centre systems and practices.
• Excellent phone and verbal communication skills along with active listening.
• Strong sales and marketing skills.
• Strong understanding of customer focus and adaptability to different personality types.
• Strong ability to multi-task, set priorities and manage time effectively.
• Excellent leadership and administrative skills.
• Good analytical skills and problem-solving ability.

How to apply