Senior Customer Service Manager

Country Of Location:

China Hong Kong

Job Responsibilities:

• Lead the team to handle product enquiries, financial transactions, securities trading, general banking services, digital banking services and related operations etc. • Monitor and maintain hotlines service level and provide cross-team support among Direct Banking as assigned by management. • Execute sales and service marketing; activities organized by PBG product / segment owners targeting local, Mainland and overseas customers. • Solicit rapport and support from business partners in Mainland China or overseas on customer and business referrals. • Collect market intelligence on customer’s demand, competitive move and market changes in order to propose product ideas, sales plan and new initiatives to increase business revenue. • Motivate the team to achieve service pledge, business targets and assigned KPIs. • Provide sufficient training and coaching to Customer Service Officers to ensure they are knowledgeable and competent to provide high quality phone banking and digital banking services. • Responsible for regular report, roster and departmental operations. • Provide emergency on-call support to night shift Customer Service Officers’ enquiry. • Monitor and ensure all telephone contact and processes are complied. • Implement and compliance of anti-money laundering policy and relevant procedures. • Provide management oversight and develop/maintain a strong compliance culture regarding regulatory and compliance matters as well as anti-money laundering and counter terrorist financing control activities. • Asks appropriate questions to assess needs and listens for opportunities to add value for the customer.

Requirements:

• Degree holder or equivalent.
• Possess IIQAS and other required qualifications under SFC
• Minimum 6 years experience in retail banking customer services including 3 years supervisory experience.
• Sound knowledge of Retail Banking products and stock trading operations.
• Strong communication skills and selling skills, excellent telephone manner.
• Good command of written and spoken English and Chinese (including Putonghua).