Customer Services Assistant Manager (Supervisor) Customer Services Assistant Manager (Supervisor) …

Customer Services (CS) is a contact centre functions of both the Personal Investment (PI) business of FSKK and the intermediary business of FIJ. This position is customer services supervisor to manage CS reps.

Department Description

Customer Services (CS) is a contact centre functions of both the Personal Investment (PI) business of FSKK and the intermediary business of FIJ. CS is the main customer touchpoint on the Japan personal investing business, which handles incoming/outbound calls, e-mails and F2F client interactions and responsible for dealing with more than 600 investment trust funds and other services including Japanese stock brokerage. CS aims to develop and maintain the best relationships with clients in the industry through 'best-in-class' customer experiences so that the business can maximize the value of the relationships and grow the business.

Purpose of your role

This position is a supervisor (SV) of Customer Services. SV manages CS reps who handle incoming/outbound calls from/to existing client as well as prospect clients in order to introduce /explain our products directly. Also F2F (seminars, online-seminars and so on) services are provided by CS team and SV have a responsible for supporting F2F opportunities. Function as a leadership in a team of CS reps to perform day・to・day customer services and service activities. Achieves the increase the average account holding of Fidelity customers and broaden Fidelity's relationship with these clients. The concrete missions are as follows.

・Deal with complaints

・Monitor and give feedback to reps

・Communicate with other departments smoothly

・Motivate CS reps

・Implement training with coaching and teaching skills

・Handle requests/inquiries from other department

・Maintain Operational KPIs and Business KPIs

・Change management (planning and implementation for improvements) Play a role of acting manager

Key Responsibilities

Get engaged in CS management as Assistant Manager

• Think about how your day-to-day works could contribute to KPIs and company's strategy
• Come up with improvement plans and take action.
• Play a role of acting manager
• Design and provide training program including financial knowledge
• Handling inbound/outbound calls including complaints
• Participate/support F2F activities (on-line/off-line seminars and so on)
• Become the CS manager going forward if qualified

Experience and Qualifications Required

* Strong financial industry background

* More than 3 years experiences in contact center management

* Excellent communication capability in Japanese and English is preferable

* Strong interpersonal skills

* Mature personality aligned with FIL values & behaviors shown above

* License: JSDA Sales Representative and Internal Controller, CFP/AFP is preferable