• Assistant Vice President, Customer Centre, Technology and Operations Jobs in Hong Kong

  • DBS Bank Ltd
  • Hong Kong
  • Save Job
  • 10 - 13 Years
  • Posted : above 1 month

Job Description:

Assistant Vice President, Customer Centre, Technology and Operations - ( WD07553 )

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation In T&O, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels

Customer Centre is operated 7x24 as an independent channel in the Bank, provide customer service related to Banking and mortgage, Vickers, Credit Card and on Social Media Platforms

Responsibility

Plan, lead and management frontline teams to achieve the pre-set services targets

Ensure smooth operation of the teams, including monitor queue and track inbound calls, provide assistance to call agent if needed

Handle customer complaints or complicated enquiry and requests of customers

Work out with Client Service Management or other departments closely on marketing programs execution and explore opportunities for cross-selling

Contributes ideas, lead and participate in developing new initiatives or projects in enhancing the system functionality, process re-engineering and quality improvement for the team to increase the services capabilities of a customer center

Maximize staff productivity by effective resources planning; performance monitoring and continuous improvement on staff skills and knowledge

Prepares MIS tracking and report for management review

Requirement

Minimum 10 years relevant experience in banking, credit card, social media or call centre industry with at least 5 years in a managerial role

Sound knowledge in consumer banking, brokerage, credit card products via call or social media platforms is an advantage

Good understanding on call center systems, infrastructure and MIS reporting tools preferable

Good people management, interpersonal and communication skills

Strong sense of risk awareness

Passion for digital and social trends and innovation is preferred

Proficiency in spoken / writing skills in both English and Chinese

Registered RI under SFO compliance preferable

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Financial Services/Stockbroking
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Voice Process - Both BPO Type
Salary : As per Industry Standards
Deadline : 18th Feb 2020

Key Skills:

Company Profile:

Company
DBS Bank Ltdarfix

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