Our banking client is looking for an Assistant Vice President to join their branch distribution to cope with the company expansion.
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.
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