Online Banking Center Manager (On-site Management) (Secondment Contract) [Ref no: OBCMOM-AL]

Job Responsibilities:

• Monitor services level, maintain close collaboration with business and operations teams;
• Collaborate with operations and business teams to establish process improvements and standardization, utilize data collection, analysis, and trend summarization;
• Manage staffing and track and record attendance rates, report shrinkage situations;
• Develop workforce scheduling models and plans, balance customer experience, employee experience, and cost-effectiveness;
• Responsible for long-term and short-term forecasting and workforce scheduling planning reports for the business team. Report service level risks and Conduct root cause analysis and gain deep insights into differences from the plan.

Job Requirements:

• Bachelor’s degree or above in Business Administration or related disciplines;
• At least 2 years of experience in managing call center operations, preferred experience in workforce scheduling;
• Strong analytical, problem-solving, and team collaboration skills;
• Strong data sensitivity, able to identify, analyze, and address issues through data-driven insights;
• Proficiency in both written and spoken English and Chinese (Mandarin and Cantonese).