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Salary: Open
Industry: Financial Services
Function: Financial Services

Company Overview

Global Investment Management Company AUM of USD $380.9* billion from over 2.4 million clients across Asia Pacific, Europe, the Middle East, and South America.

Job Description

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 Company’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

- 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

Requirements

• 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

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