Client Solutions Manager

JOB SUMMARY

The jobholder is responsible to perform complaint cases review, analysis and define area for improvements in a professional manner in compliance with the Card Scheme’s chargeback rules and regulations for Credit Card and Debit Card dispute related case, Miss-Transfer Fund cases, including fraudulent cases. 
Besides, jobholder needs to monitor Hub’s performance and ensure consistent delivery of high-quality services to customers through meeting or exceeding customer expectation guided by the Service Level Agreement, efficiency/accuracy standards and good business processes / judgment / MIS preparation.
Furthermore, jobholder also needs to assist supervisor on MI report preparation / data collection and keep track the outstanding items for team’s related tasks.  Jobholder also needs to work with group and internal team on project development and business user’s requirement

RESPONSIBILITIES

• Handle and review a professional manner for customer claims / queries / complaints.
• Conduct Hub performance monitoring and regular quality assurance checking.
• Assist to monitor the day-to-day operations on team’s related activities by following card scheme's / pre-defined timeline and internal process requirement etc for team related process according to DOI and relevant procedure within the risk and control framework (including but not limited to Visa/ MasterCard International/UPI/HKMA requirement, etc)
• Keen to provide cross team support when need including ad-hoc support on CN / HK business according to business requirements and team arrangement, where required.
•  Handle TLM match-off and ageing items monitoring.
• To maximize the team productivity and maintain a high services level with good resources planning and daily operations backup plan
• Support budget control, MIS preparation, UAT and projects.
• Contributing ideas for improvements of processes and procedures. Staff need to prepare and ensure team DOI is up-to-dated and perform regular review.
• BIA/BCP Plan preparation 
• Oversee and manage the related ledger accounts and ensure the accuracy of entry movements.
• Develop metrics and build data analytics to track case processing, cycle time and productivity of different operations processes.
• Support with the ad-hoc tasks and new activities assigned by the manager.

Our Ideal Candidate

• Degree holder with strong customer services skill is preferred
• Candidate with solid experience in Call Centre is an advantage
• Excellent knowledges on Credit Card Chargeback and dispute handling
• Customer centric, excellent communications, inter-personal, analytic and presentation skill
• Excellent decision making and problem identification/solving ability
• Independent, self-motivated, pro-active and mature.  Able to work late if needed
• Willing to take on new challenges and work under pressure
• Strong interpersonal and communication skills
• Proficiency in written and spoken Cantonese and English.  Mandarin would be a plus

Role Specific Technical Competencies

• Card Dispute & Chargeback knowledge
• Complaint Handling & Customer Services Skill
• Experience in the Credit Card/Debit Card Banking Industry
• Language Skill (English & Mandarin)
• Microsoft (Words, Excel, Access, Visio)
• Analytical Thinking