Ineffective leadership at the Online Customer Care Division SSI Securities Joint Stock Company

Abstract

In 2020, the rate of the voluntary turnover rate at the Online Customer Care Division (The division newly upgraded from Team Call Center) is very high, reaching 60%, of which there are 2 unplanned manager changes. This ratio has increased dramatically compared to previous years and is much higher than other divisions in the company and industry benchmark. This has led to negative impacts on Retail Brokerage Division, SSI Securities Joint Stock Company such as: - Directly affect the morale of employees such as increasing stress at work, the remaining employees are overloaded due to lack of staffs, employees show signs of burnout. - Employees expressed dissatisfaction, lack of trust in the new managers. This also creates additional challenges for new managers in running the division's operations. - Indirectly affect service quality to customers. Leads to many challenges for the company to implement a new business expansion strategy - digital brokerage. Therefore, this research aims to find out the potential problems and root cause of the main problem in order to propose suitable solutions to the current situation of the company