(Senior) Credit Card Business Manager (CS & QA)

Responsibilities: Follow the cases referred by the Contact Centre and the Quality Assurance Division Customer experience management - Improve customer experience for credit card process with various units by reference the comments from customers Regularly review and evaluate the service quality of the outsourcing companies to continuously improve the service Coordinate and communicate with outsourcing companies and relevant departments to review and optimize the processes Based on the compliance

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

Salary: Competitive

Responsibilities:
  • Follow the cases referred by the Contact Centre and the Quality Assurance Division
  • Customer experience management - Improve customer experience for credit card process with various units by reference the comments from customers
  • Regularly review and evaluate the service quality of the outsourcing companies to continuously improve the service
  • Coordinate and communicate with outsourcing companies and relevant departments to review and optimize the processes
  • Based on the compliance requirements from regulators and improving product effectiveness, co-work with Product Development Department and Contact Centre to optimize the workflow of Contact Centre
  • Assist to formulate the team's annual work plan and expenditure budget
  • Manage the program budget in an effective manner and handle daily operation
Requirements:
  • Bachelor Degree or above
  • Minimum 5 years of relevant experience at assistant/managerial level, preferably with experience in credit card products and banking digitalization
  • Familiar with credit card business operations and functions of different departments
  • Proficient in spoken and written Chinese (including Mandarin) and English
  • Strong communication and interpersonal skills
  • Competent in MS Office applications, including Word, Excel, PowerPoint etc.
Apply
22836935

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