(Senior) Manager of Customer Service Centre, Operations
PAO Bank Limited
Ngau Tau Kok, Hong Kong
Permanent
Full-time
2 days ago
Job DescriptionManage and coach a sizable customer service center & fulfillment teams to ensure the delivery of professional customer services meeting the bank’s expectationEnsure that office rules and operational procedures are strictly adheredLead ad-hoc projects/ UAT for meeting business needs and ensures that project/department milestones/goals are metMonitor customer sentiment and comments on the bank’s product, service and programEnsure all complaints have gone through investigation, analysis, escalation and reporting, according to internal policy and standardManage customer feedback information for effective and prompt responseInitiate and follow-up, when appropriate, process or service improvementControl and direct resources towards the achievement of the team’s objectivesGuide, train and motivate subordinatesWork on rotating shifts from Monday to FridayRequirementBachelor’s degree from a recognized university8+ years of relevant experience in customer service centre / Candidates with less experience but has good potentials & qualifications will also be consideredFamiliar with banking products and operations / service enhancement, and with the drive to strive for continuous improvementPassed SFC Type 1 & 4 and IIQE 1,2,3 & 5Vendor management skill is a plusBe customer centricExcellent communication, analytical, organizing and management skillsWillingness to work on shift schedulesProficient in both spoken English and Chinese (Cantonese and Mandarin)Interested candidates, please send your detailed resume with contact telephone number, earliest availability date, current and expected salary via "Apply Now".Personal information collected is strictly for recruitment purpose only.