Vice President – Customer Experience (Others, Supervisory)
Bank Consortium Trust Company Limited
Hong Kong

Key Responsibilities

  • Keep abreast of customer service market trend, capture voices of customers and conduct root cause analysis
  • Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
  • Conduct service quality assessments to monitor internal service standard. Provide training / coaching sessions to ensure compliance with internal guidelines / regulatory standard and achievement of service excellence
  • Handle customer complaints / feedback and review internal workflows / procedures to identify service gaps. Recommend feasible / practical systems and service enhancement to meet / exceed customer expectations, thus, increase customer satisfaction, loyalty and advocacy
  • Lead and drive customer experience related projects
  • Requirements

  • University graduate in business discipline
  • Minimum 10 years of working experience in pension / financial industry
  • Strong customer service experience, with at least 5 years of experience in a coaching / supervisory role
  • Good understanding of MPF & ORSO is a must
  • Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
  • Sophisticated in service quality assurance, customer experience management and project management is an advantage
  • Strong initiative, positive thinking with excellent service mindset, innovative mind, problem-solving and interpersonal skills
  • Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage.
  • Proficiency in PC skills such as Visco and MS excel
  • Candidate with more experience will be considered as FVP, Customer Experience
  • Job Category : Others Job Level : Supervisory


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