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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
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