Branch - Customer Experience Manager

Responsibilities

• Act as the first contact point of customers in a warm and caring manner to ensure their journey with BEA is highly satisfactory
• Understand customers' needs and direct them to the right area of the branch to ensure their needs are fulfilled during their visits
• Evaluate customer preferences and identify opportunities to enhance customer relationship
• Drive fast and accurate transaction processing to serve customers in accordance with standard procedures
• Manage and enhance service quality in the branch
• Keep the branch staff updated on latest product and marketing information
• Mobilize the branch staff to cope with changes in traffic and service requirement
• Address customers’ dissatisfaction and provide alternatives or solutions
• Manage referral sales performance of the branch

Requirements

• University graduate is preferred
• Minimum of 6 years’ relevant banking experience of which 2 years at supervisory level preferred
• Passes in the Hong Kong Securities Institute Licensing Examination Papers 1, 7, & 8 or equivalent
• Passes in the MPF and Insurance Intermediaries Qualifying Examinations, i.e. IIQE Papers 1, 2, 3 or equivalent 
• Relevant HKIB qualification is an advantage
• HKIB Certified Bankers preferred
• Excellent service mindset and highly customer-focused
• Excellent communication and interpersonal skills
• Strong technical knowledge of retail banking products and services, delivery channels and self-service machines
• Proficiency in computer and tablet/mobile computing devices
• Good understanding of branch operations, policies, procedures, practices, rules and sales compliance requirements
• Good command of both spoken and written English and Chinese, Putonghua a plus

 (Candidates with less working experience will be considered for the position of Assistant Customer Experience Manager)

This position is subject to the Mandatory Reference Checking (MRC) Scheme which is implemented by the Hong Kong Monetary Authority (HKMA). In the event of BEA proceeding with a potential offer, you are obligated to give consent for the bank to conduct reference checks with your previous employers as part of the final assessment of your suitability for this role. For more details, please visit The Hong Kong Association of Banks (HKAB)’s website under the Industry Guidelines for FAQs regarding In-Scope Individuals in the MRC Scheme (https://www.hkab.org.hk/en/page/5/mandatory-reference-checking-scheme-phase-2). Further information can also be provided on request.