Customer Service Manager (Complaint Handling & Project Management)

Responsibilities: Coordinate and handle general complaint/feedback from corporate customers Analyze and identify service gaps by reviewing customer complaints or internal workflows/procedures (focusing on corporate account opening, account management and service delivery). Recommend feasible service and system enhancement to improve service standard and business efficiencies Coordinate and implement the workout plan, facilitate the streamlining process, and review its effectiveness. Facilitate f

Bank Of China (Hong Kong) Limited - Hong Kong - Full time

Salary: Competitive

Responsibilities:
  • Coordinate and handle general complaint/feedback from corporate customers
  • Analyze and identify service gaps by reviewing customer complaints or internal workflows/procedures (focusing on corporate account opening, account management and service delivery). Recommend feasible service and system enhancement to improve service standard and business efficiencies
  • Coordinate and implement the workout plan, facilitate the streamlining process, and review its effectiveness.
  • Facilitate frontline's business plan, conduct research on account opening and account management, formulate and promote the feasible enhancement plan
  • Manage transformation projects, actively sort out the difficulties, timely report the projects' progress and the potential risks, formulate and follow up the solutions
  • Well coordinate and communicate with frontline, legal and compliance, and the related units, review the workflow and its efficiencies, promote different kinds of enhancement
  • Prepare periodic statistic and management reports.
  • Perform other duties assigned by supervisors.
Requirements:
  • Degree or above (preferably with major in Law/Banking/Business Administration or related disciplines or relevant professional qualifications (e,g. CAMS))
  • At least 3 years' experience in Complaint Handling/Sales/Business control/Operation/Project Management in Banking sector (solid and all round experiences in large banks would be an advantage)
  • Familiar with relevant laws & regulations, standards and market practices; sound knowledge of risk management, business and company law
  • Sound knowledge of complaint handling, corporate customer account opening and service delivery procedures
  • Strong market sense and able to recognize customers' need
  • Proactive and positive to work, able to meet tight deadlines and work under pressure
  • Good research, analytical and organizational skills
  • Self-motivated and good team-player with creative thinking
  • Excellent problem-solving, project management, report writing, communication and interpersonal skills.
  • Good command of spoken and written Chinese and English
  • Proficient in computer applications (such as MS Word, Excel, PowerPoint)
Apply
22741103

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