Senior Customer Service Manager

Job Title

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).