Channel & Platform Development Manager - Channel & Transaction Management

Position Summary The incumbent will assist Section Head/Senior Manager to formulate digital strategies, plan, develop, manage and operate any service delivery channel as required to be made available by the Bank Responsibilities Assist Section Head in reviewing, preparing and managing the budget and PnL of the Channel & Transaction Management Department (CTMD) Understand customer’s feedback and complaints on using digital products, and verify customer’s feedback and complaints in testing e

The Bank of East Asia - Hong Kong - Full time

Salary: Open to discussion

Position Summary

The incumbent will assist Section Head/Senior Manager to formulate digital strategies, plan, develop, manage and operate any service delivery channel as required to be made available by the Bank


Responsibilities

  • Assist Section Head in reviewing, preparing and managing the budget and PnL of the Channel & Transaction Management Department (CTMD)
  • Understand customers feedback and complaints on using digital products, and verify customers feedback and complaints in testing environment
  • Explore new solutions to resolve customers usage problems and technical issues
  • Identify defects and work with technical teams to provide solutions of defects on various channels such as Internet Banking (Cyberbanking for BEA), Mobile Banking, Phone Banking, Automated Teller Machine (“ATM”) and Digital Branches, etc.
  • Evaluate new ideas and features for channel and propose service enhancements in line with market best practices
  • Collect, define and analyse users needs and requirements of the Department and others related banks products / customers feedbacks and opinions as well as complaints on existing systems, services and business / operation processes to explore opportunities to perfect various channels and for further enhancement and streamlining
  • Manage all aspects of system development project, such as UAT planning
  • Ensure standardized practice in disclosing channel information, features, risks, fees and charges to customers throughout and after channel development initiatives


Requirements

Preferably over 3-5 years experience in banking sector covering the following:

  • Equipped with good understanding in banking products and operations;
  • Possession of working experiences in digital banking, digital transfer & payment, security, and data privacy activities;
  • Sound knowledge in banking operations, procedures, rules and compliance requirements;
  • Proficiency in Fintech products like remote account opening, soft token implementation;
  • Proven experiences on handling innovative banking products is a definitely advantage;
  • Able to lead a team to ensure the service quality;
  • Good interpersonal, communication and presentation skills;
  • Good command of both spoken and written English, Chinese (Cantonese and Mandarin);
  • Able to work under pressure.

 

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