Senior Customer Care Manager (Analysis)

Responsibilities: Properly and timely conduct comprehensive analysis of customer complaints and opinions, research data and research project analysis, regularly prepare management reports, communicate and collaborate with various business/frontline units to assist management, product and risk units to understand the latest trends and adjust customer service strategies and plans Actively initiate, drive and implement service improvement plans based on root cause analysis and address recurring pro

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

Salary: Competitive

Responsibilities:
  • Properly and timely conduct comprehensive analysis of customer complaints and opinions, research data and research project analysis, regularly prepare management reports, communicate and collaborate with various business/frontline units to assist management, product and risk units to understand the latest trends and adjust customer service strategies and plans
  • Actively initiate, drive and implement service improvement plans based on root cause analysis and address recurring problems, enhance customer experience and report progress and results to management in a timely manner
  • Assist in formulating and processing customer feedback analysis, including customer satisfaction surveys, understanding customers' opinions on our bank's services and preparing management reports regularly
  • Handle and coordinate various strategic submission and audit related tasks to ensure that daily work and procedures are effectively implemented and fulfil audit requirements
  • Comply with all statutory and regulatory requirements, and to ensure operation adherence with all internal and external guidelines and procedures
  • Prepare periodic management reports
Requirement:
  • University graduate in business discipline is preferred;
  • Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
  • Customer-centric and innovative;
  • Excellent analytical, communication and interpersonal skills;
  • Strong presentation skills and able to resolve problems independently;
  • Good command of verbal and written English and Chinese. Proficient in Putonghua would be an advantage;
  • Proficient in common PC applications, such as MS Word, Excel and PowerPoint, etc.
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