Customer Life Cycle Unit Team Leader

About the role

The Customer Life Cycle Unit Team Leader will oversee the end‑to‑end management of customer interactions, ensuring efficient workflow, accurate data handling and continuous performance improvement across the team.

Key responsibilities

• Improve workflow efficiency and effectiveness.
• Act as a checker, participate in team evaluations and provide feedback when required.
• Participate in reporting RSCA quarter samples and produce periodic analytical reports.
• Manage timely distribution of call data to support decision‑making.
• Monitor team performance against KPIs, coach agents and collect feedback to drive improvements.
• Support agents in tailoring approaches for different customer segments, identifying upselling/cross‑selling and reactivation opportunities.
• Track product uptake, share insights and identify customer feedback trends for service improvement.
• Escalate recurring service issues and collaborate with internal stakeholders to align lifecycle strategies with business and regulatory goals.
• Oversee UAT testing, review results and ensure correct implementation.
• Handle and resolve complaints in cooperation with Consumer Rights Protection, complying with policies, procedures and SLA.

Required profile

• Bachelor’s degree in Commerce, Business Administration, Accounting or equivalent.
• 4–6 years of experience in sales or a related field; banking experience is a plus.

Required skills