Responsibilities

• Support initiatives which enhance customer experience and support increased sales, retention and expansion of client relationships
• Monitor metrics and performance indicators to monitor service quality levels and make suggestions for remedial action
• Support initiatives for improvement; these could be in areas such as staff development, customer communication or internal process improvement
• Assist revenue generating teams (such as Relationship Managers, Sales Managers, Portfolio Managers) with servicing support for customers
• Ensure customer complaints are escalated to senior management or regulatory bodies or Bank group as appropriate, in line with policies
• Effective management of budget to optimize return
  

Qualifications

• University graduate with degree preferably in business administration, management and marketing related discipline; MBA degree-holder is a plus
• Minimum 5 years of experience in retail banking and wealth management, with at least 2 years’ in insurance business, and managerial role
• An in-depth knowledge of customer experience management and journey transformation
• Strong drive in innovation and transformation
• Excellent interpersonal, communication and presentation skills
• Good knowledge of application software
• Proficiency in both English and Chinese
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes