Assistant Vice President, e-Banking Client Service

Mandatory Reference Checking Scheme (“MRC”) for Hong Kong

The Mandatory Reference Checking Scheme is a framework to facilitate Authorized Institutions (“AIs”) to bilaterally obtain reference information during their recruitment process for certain positions, such that misconduct information in an individual’s previous employments can be provided to AIs to inform their employment decisions.

For information related to MRC Scheme, “Frequently Asked Questions for In Scope Individuals” is published by HKAB/Industry Guidelines (https://www.hkab.org.hk/en/home) or further information will be available upon request, if it is applicable to the position(s) applied.

Country of Location:

Job Responsibilities:

• Supervise e-Banking client service support daily functions to ensure customer callback, customer enquiries, problems & requests are handled accordingly without leading to customer complaint & regulatory impact.

• Manage the customer complaints and/or internal investigation requests from related support departments, include but not limited to Operations, Service Quality & Compliance, to ensure satisfaction of customers.

• Manage and work with required support departments, including but not limited to IT & Operations teams, to ensure customer requests processing, customer reported problems investigation and problem fixes testing are completed within expected timeline & quality.

• Play the checker role in processing customer requests and reviewing e-Banking services related operational monitoring & tracking reports when required.

• Drive & collaborate with Operations and Technology teams to ensure availability & stability of e-Banking services are delivered to customer at the highest quality.

• Liaise with all support departments, for example, Legal, Compliance, Audit, Information Security, Corporate Communication & Marketing to ensure all provided e-Banking client service support functions comply with local regulatory requirements, bank policies & procedures.

• Work closely with oversea branches, to ensure the e-Banking client service support processes and operating model are consistent with Head Office & respective regulatory requirements.

• Support Team Head when required, in preparing and reviewing e-Banking client service support related statistical & management MIS reports.

• Support Team Head when required, in reviewing e-Banking services client support materials, including but not limited to user guides, training videos and relevant procedure documents.

• Support Team Head to manage BCP and other bank wide emergency drills if necessary, to ensure required verification is done accordingly. 

• Support Team Head to gather, understand & analyze the feedback from internal & external customers, market trend, competitive analysis, and resolute to service offering enhancement recommendations.

Requirements:

• Degree holder in Business Administration or related disciplines preferable
• Minimum 5-8 years’ experience in e-channel product management or e-Banking customer service support roles
• Experience in Channels Solution Delivery, with sound technical knowledge is an advantage.
• Possess good knowledge of Corporate/Wholesale banking business, particular Transaction Banking Channels product & services.

• Proven track records of customer service support on e-Banking channels or relevance.

· Understand the Bank’s policies, governance frameworks, procedures, practices, standards and applicable local and regional regulations to ensure quality, effective risk management and regulatory compliance, particularly for transaction banking services and products.