Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation.
In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Plan, lead and manage the frontline teams with 4 major functions including Banking and mortgage, Vickers, Credit Card & Social Media Platform(s) enquiry / services.
Ensure smooth operation of the teams, help delivering the committed financial result and performance standards in Technology & Operations (T&O), and maximizing staff productivity and exceeding customers' expectations in delivering excellent customer services.
Lead the team to achieve the pre-set business & services targets or key performance indicators.
Identify and evaluate operation process with opportunities on digitization, defining user requirements on streamlining process, establishing technical specifications, and production, productivity and quality and customer service standards, contributing information and analysis to the bank strategic plans and reviews.
Set and meet performance targets for effectiveness, efficiency, quality and align group's objectives / strategies in driving excellent customer services
Assist operations to take overflow calls whenever is required and render necessary support to agents in need.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate etc.
Work out with Client Service Management (CSM) or other departments closely on marketing programs execution.
Support any other duties assigned by Team Manager / Ops Head
Handle customer complaints or refer the case to the appropriate parties for resolution and reply. Handle special or complicated enquiries, transactions and requests of customers.
Prepares MIS tracking and report for management review.
Supervise the operation of staff to ensure full compliance with both external regulatory codes / ordinance & internal compliance policies, standards, guidelines & procedures, particularly those applicable to the process and order execution, including staff's licensing and fitness & properness, proper conduct of KYC, IPQ, FNA, anti-money laundering and ensuring documentation completeness in each deal.
Responsible for customer engagement on Social Media with the objective to find and resolve customer issues over social media platform and to do real time monitoring of voice of customers over the platform
Actively monitor and elevate customer service experience on social networks
Monitor voice of customers, trends and customer behaviour on social media and highlight to internal business / support units for issues impacting policies, processes and procedures for improvement
Plan the use of Customer Center resources and optimize the channel potential to support the CBG customer segmentation strategy;
with a focus on the implementation of the Treasures' services model in Customer Center.
Identifying and evaluating operation process with opportunities on digitization, defining user requirements on streamlining process, establishing technical specifications, and production, productivity and quality and customer service standards, contributing information and analysis to the bank strategic plans and reviews.
Setting and meeting performance targets for effectiveness, efficiency, quality and align group's objectives / strategies in driving excellent customer services
Analyze and review periodical MIS and management reports for enhancement and recommendations of customer center's future development in order to increase services capabilities.
Minimum 10 years relevant experience in banking, credit card, social media or call centre industry, with thorough understanding on respective practices and regulations, and at least 5 years in a managerial role
Post-secondary with over 10 years solid customer service experience or university graduated with minimum 5 years of relevant experience.
Holder of professional qualifications, e.g. IIQE papers, RI if applicable.
Good leadership skill with an open-minded approach & ability to adapt to the changes
Strong sense of risk awareness
Strong analytical, decision making and problem-solving skills.
Result and customer-oriented
Passion for digital and social trends and innovation is preferred
Sound knowledge in consumer banking, brokerage, credit card products via call or social media platforms; as well as sound knowledge on respective mentioned area's operations and regulations.
Proficient in MS Office
Proficiency in spoken / writing skills in both English and Chinese
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
We regret only shortlisted candidates will be notified.