Our banking client is looking for an Assistant Vice President to join their branch distribution to cope with the company expansion.
Job Description:
- Oversee the daily running of the Customer Centre
- Partner with workforce planning to ensure effective resource & capacity planning
- Carry out needs assessments, performance management, talent development and other operational assignments.
- Lead team mainly focusing on inbound enquiries
- Conduct outbound activities where necessary and handle applications, transactions and requests from customers
- Develop strategies in align with the Bank’s visions and objectives in order to achieve business goals, pre-set sales and service targets.
- Control over relevant procedures and operations are in compliance with bank’s guidelines
- Contribute ideas, lead and participate in developing new initiatives / projects in expanding / improving the sales, enhancing the system functionality, process re-engineering and quality improvement for the team with an objective to increase the services capabilities of a call center.
- Manage customer feedback with appropriate service recovery solution.
- Involve in selection & interview to support staff recruitment.
- Conduct coaching & counselling session to team members on a regular and needed basis.
Job Requirements:
- Minimum 10 years’ relevant experience in banking, credit card or call centre industry
- At least 3-5 years in a managerial role
- Initiative, positive, able to work independently & highly motivated
- Strong analytical, good interpersonal skill, decision making and problem solving skills
- Mature and positive character with strong leadership skill and ability to interact different parties
- Proficiency in spoken / writing skills in both English and Chinese
- Sound knowledge in consumer card business; operations and regulations
- Good understanding on call center systems, infrastructure and MIS reporting tools
- Registered RI under SFO compliance is preferable but not essential