Senior Customer Care Manager (Analysis)

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.