Assistant Manager, Customer Services (General Banking)

Job Purpose:

Lead a sub-team of Customer Service in General Banking Team, motivate staff output & performance. Support Senior Customer Services Manager to supervise the team, provide excellent customer services, smoothen daily operation & achieve service level.

Main Responsibilities:

Support to lead a sub-team and manage overall General Banking Hotline (“GB”), meet overall GB team’s all service level & KPI.

Support to provide services from all channels including hotline, contact-us, live chat and referrals from other departments, chatbot & social media.

Support to provide services for segment including General Banking customer, VIP, Wealth Management Connect (“WMC”) & cross-border personal customer.

Support to provide services for General Banking products - including Deposit, Loans, Debit Card, WMC, General Insurance, Investment, Branch RAQ.

Support daily reporting, including performance/KPI tracking, bogus call reporting or fraud reporting etc.

Render cross-team support for overall Contact Centre in case of need.

Support Customer Services Manager to supervise the team to ensure high quality services are delivered and complaints are solved skillfully and effectively.

Assist Customer Services Manager to monitor the job efficiency, objective achievement and manpower & shift planning.

Support to regular review on working procedures to ensure high level of achievement and output are maintained.

Train and motivate staffs to enhance productivity, achieve KPI and handle job independently and effectively.

Give guidance to CSR on dealing with non-routine customer requests, escalate & relay to related departments.

Review staff performance regularly and conduct coaching or counselling whenever required.

Collaborate with marketing teams, comment customer communication materials & FAQ, reflect customers’ comments and suggestions for service enhancement.

Ensure staff complies to internal guidelines, legal and regulatory requirement when delivering job duties.

To meet the challenge, you should have the following qualifications and attributes:

Secondary education with minimum 5 year’s relevant experience in customer services.

Experience in managing digital customer services channels, such as Live Chat and Chatbot/AI assistance system is preferred.

Insurance and / or investment license is preferred; and possession of related regulatory qualifications and competencies are required.

Good communication and interpersonal skills.

Good command of written and spoken English and Chinese.

Fluent in Putonghua is highly preferred.