Manager, Operation & System (Customer Contact Centre, Retail Banking Department)

Job Responsibilities:

• Take lead responsibility for the management of call centre business systems, including telephone hotline and various middle and back-office operating systems

• Liaise closely with business departments, compliance and IT teams to drive product and business process optimization and ensure effective implementation

• Continuously enhance the overall operational efficiency and customer experience of the call centre

• Provide support for operational troubleshooting, process updates and training

• Support the daily operations of front and middle office retail business

Job Requirements:

• Bachelor degree or above

• 5 years relevant experience or above, familiar with retail banking business processes and call centre operating models is preferred

• Familiarity with telephone hotline systems and the business application logic of various middle and back-office operating systems

• Experience in digitalization and artificial intelligence applications

• Possess strong communication, organizational and analytical skills, with the ability to work independently