Assistant Manager, Customer Services (General Banking)

Job Purpose:

Lead a sub-team of Customer Service in General Banking Team, motivate staff output & performance. Support Senior Customer Services Manager to supervise the team, provide excellent customer services, smoothen daily operation & achieve service level.

Main Responsibilities: 

• Support to lead a sub-team and manage overall General Banking Hotline (“GB”), meet overall GB team’s all service level & KPI.
• Support to provide services from all channels including hotline, contact-us, live chat and referrals from other departments, chatbot & social media.
• Support to provide services for segment including General Banking customer, VIP, Wealth Management Connect (“WMC”) & cross-border personal customer.
• Support to provide services for General Banking products - including Deposit, Loans, Debit Card, WMC, General Insurance, Investment, Branch RAQ.
• Support daily reporting, including performance/KPI tracking, bogus call reporting or fraud reporting etc.
• Render cross-team support for overall Contact Centre in case of need.
• Support Customer Services Manager to supervise the team to ensure high quality services are delivered and complaints are solved skillfully and effectively.
• Assist Customer Services Manager to monitor the job efficiency, objective achievement and manpower & shift planning.
• Support to regular review on working procedures to ensure high level of achievement and output are maintained.
• Train and motivate staffs to enhance productivity, achieve KPI and handle job independently and effectively.
• Give guidance to CSR on dealing with non-routine customer requests, escalate & relay to related departments.
• Review staff performance regularly and conduct coaching or counselling whenever required.
• Collaborate with marketing teams, comment customer communication materials & FAQ, reflect customers’ comments and suggestions for service enhancement.
• Ensure staff complies to internal guidelines, legal and regulatory requirement when delivering job duties. 

To meet the challenge, you should have the following qualifications and attributes:

• Secondary education with minimum 5 year’s relevant experience in customer services.
• Experience in managing digital customer services channels, such as Live Chat and Chatbot/AI assistance system is preferred.
• Insurance and / or investment license is preferred; and possession of related regulatory qualifications and competencies are required.
• Good communication and interpersonal skills.
• Good command of written and spoken English and Chinese.
• Fluent in Putonghua is highly preferred.