Customer Service Manager (Complaint Handling & Project Management)

Job No.: 499571
Employment Type: Full time
Departments: Corporate Credit Management Centre
Job Functions: Customer Services, 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 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)