Job Reference : ZJ00005265

Manager, Customer Journey Development - Banking(FI)

Job Reference : ZJ00005265
  • 4 - 6 Years
  • Salary Negotiable
  • Permanent / Full Time
  • Not Specified
  • Banking
  • Banking & Finance
  • Five-day work week / Medical insurance / Performance bonus

    Job Description

    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

    Requirements

     

    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