Customer Service Manager

About the role

Based in Port Moresby, this position reports to the Head of Customer Contact Center. The manager will lead BSP’s customer‑facing contact centre teams, ensuring exceptional service delivery that meets Business Unit SLAs, quality standards and compliance requirements.

Key responsibilities

• Provide leadership and support to Contact Centre Team Leaders and phone‑based agents.
• Monitor team performance, KPIs and quality metrics.
• Participate in recruitment and selection with People & Culture to secure the right talent.
• Implement initiatives to improve skills, quality and performance of Team Leaders and agents.
• Offer development support and coaching to Team Leaders.
• Maintain effective communication, gather feedback and customer insights to enhance the experience.
• Build and sustain internal and external stakeholder relationships.
• Identify best practices, streamline processes and drive continuous improvement.
• Ensure service agents deliver high‑standard, quality interactions.
• Measure employee performance and provide regular updates to management.

Required profile

• Strong desire to help others with natural problem‑solving ability.
• Excellent phone and verbal communication skills with active listening.
• Strong knowledge of call centre systems and practices.
• Proven sales and marketing capabilities.
• Ability to adapt to diverse personality types and maintain customer focus.
• Effective multi‑tasking, prioritisation and time‑management skills.
• Excellent leadership, administrative and analytical abilities.
• More than five years of experience in a financial institution in customer service leadership roles.