Customer Experience Manager - Personal Banking

Responsibilities

• Act as the first contact point of customers in a warm, caring and welcoming manner, proactively understand customers' needs, direct them to the right area of the branch, and identify opportunities to enhance customer relationships
• Drive fast and accurate transaction processing to serve customers in accordance with standard procedures, and promote customers’ adoption of digital banking services and self-service banking channels
• Manage and enhance service quality in the branch, address customers’ dissatisfaction and provide appropriate alternatives or solutions
• Keep the branch staff updated on the latest product and marketing information, and mobilize branch staff to cope with changes in customer traffic and service requirements
• Manage referral sales performance of the branch and actively support business activities

Requirements

• University graduate is preferred
• Minimum of 4 years’ frontline banking experience of which 1 year at supervisory level preferred
• Passed in the Hong Kong Securities Institute Licensing Examination Papers 1, 7, & 8 or equivalent
• Passed in the MPF and Insurance Intermediaries Qualifying Examinations, i.e. IIQE Papers 1, 2, 3 or equivalent
• Relevant HKIB qualification, including Certified Banker, is an advantage
• Strong customer service mindset, highly customer-focused, and proactive in engaging and assisting customers
• Excellent communication and interpersonal skills, with a professional appearance and a warm, confident and approachable manner
• Strong technical knowledge of retail banking products, services and delivery channels, including digital banking services and self-service machines with 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.