Frontline Operations Support Manager

Principal Responsibilities

• Drive and implement contact centre revenue generation initiatives. Make decision to prioritise business initiatives with right balance of business impact and Frontline team capacity.
• Carry out frontline process review, identify process improvement/ streamlining opportunities, derive improvement action plan, and monitor process improvement progress.
• Engage proactively with stakeholders of business and supporting teams, build effective partnership to drive business initiatives.
• Identify areas of improvement on contact centre operations to ensure effective process and quality deliverables.
• Manage and grow team members through effective coaching, skill uplift and career development.

Requirements

• University degree in Business Administration or other relevant qualifications
• Minimum of five years’ banking experience, preferably with good knowledge of project management and contact centre operations.
• Strong self-motivation, with good analytical, communication, presentation skills, interpersonal and negotiation skills
• Proficiency in both English and Chinese
• Good knowledge of MS Office (Word, Excel, PowerPoint)