Head of Customer Service, Banking Section

We are currently seeking high caliber professionals to join us as Head of Customer Service, Banking Section.

Principal responsibilities

• To lead, manage and motive the Call Centre Customer Service Department (Banking to deliver best in class service, meeting or exceeding all KPIs and within budget. This critical team is accountable for providing seamless one-stop-shop service to customers and driving up sales opportunities through different contact channels with our customers.
• To be responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints as well as increase the NPS of Call Centre.
• To participate in implementing transformational contact centre technologies to help drive modernization of Call Centre and customer experience, leveraging channel shift and self-serve.
• To ensure compliance with all relevant internal guidelines and external regulatory requirements, including management of operational risk and adherence to the bank's standard of ethical behavior.

Requirements:

University Graduate in Business, Operations Management or Finance, with over 8 years relevant experience Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 a MUST Solid Experience in managing consumer/retail banking channels and call centres, including strategy execution, products support, hotlines setup, phone banking projects, sales and service management Sound operations and people management knowledge of branches and call centres, preferably with experience in managing a team of 50+ staff. Strong background in call centre and digital banking, covering various products including deposits, investment and insurance Proficiency in both English and Chinese.