Senior Customer Care Manager (Analysis)

Bank of China (Hong Kong) Limited

Job No.: 499624
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Strategic Planning, Customer Services

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.
更多工作資料
薪酬 薪金面議
工種
  • 銀行 · 金融服務 - 訂單處理 · 運作 · 結算
  • 銀行 · 金融服務 - 顧客服務 · 關係管理
  • 銀行 · 金融服務 - 一般 · 其他
僱用形式
  • 全職
  • 長期
教育程度
  • 學士

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