Manager, Customer Relationship Management (Job Ref: 202526-34)

We offer:

• Competitive pay and Discretionary bonus
• Attractive OT Allowance  
• 5-day work week
• Comprehensive medical & dental insurance coverage
• Competitive annual leave package
• Staff purchase discount in AEON group
• Friendly working environment with dynamic and talented team members
• Learning and development opportunities
• Smart and casual attire (Monday to Friday)
• Convenient office located near Tsim Sha Tsui MTR station

Responsibilities:

• Follow through customer complaint and identify the root case for preventive action.
• Monitor Contact Centre Performance and KPI achievement.
• Oversee the utilize data-driven insights to address pain point and drive the improvement on services, product and procedure.
• Review company customer communication and liaise with internal stakeholder proactively.
• Manage the solution providers for the Call Centre and / or the related system of CRM Dept.
• Prepare statistics reports with insights and report to management.
• Assist in ad-hoc tasks as assigned.

Requirements:

• University Graduate in Business Administration, Statistics, Data Analytics, Mathematics, Banking, Finance or related disciplines.
• Minimum 10 years customer service and complaint handling experience in banking and finance industry with at least 3 years leadership roles.
• Familiar in data analytic tools and call center systems.
• Customer-centric mindset with a passion for improving customer satisfaction.
• Knowledge of relevant banking and finance regulations and standard.
• Solid coaching and mentoring skills.
• Proficient in both written and spoken English and Chinese (Cantonese and Mandarin).
• Immediate availability is preferred.