Job ref no.: 2200005294
Standard Chartered Bank

Contact Centre Manager - Investment - Mox

Standard Chartered Bank

About Mox

As one of the biggest banks in market, we are rapidly expanding by growing a new virtual banking business in Hong Kong. We see ourselves as a fast growing start-up company where you will enjoy autonomy and teamwork at the same time, solving new and exciting problems in a nimble and agile way. Join us and be part of history making for future banking experience!

Role Responsibilities

  • This is a managerial role which reports to the Customer Care Manager, in supervising a team of Customer Care Associates for one of the fastest growing virtual banks in Hong Kong. You will have the chance to leverage on the latest client facing technologies to build a world-class customer service team.
  • Supervise the day-to-day activities of the team of Customer Care Associates including but not limited to conducting voice calls, text chat messaging and video calls.
  • Monitor and review the performance of the team and ensure compliance with internal and regulatory guidelines.
  • Provide guidance, coaching and continuous development opportunities to team members.
  • Escalate ad hoc incidents and propose appropriate actions to the Customer Care Manager for immediate resolution.
  • Support Mox’s new product launch and provide timely customer feedback to the Product and Design Teams on a continuous basis.
  • Assist the Customer Care Manager monitoring of the capacity to achieve operational efficiency; seek ways to mitigate the customer stress points.
  • Identify potential talents within the team and develop a strong succession pipeline.

Our Ideal Candidate

  • Experience in contact centre, preferably gained in the financial services industry
  • Knowledge of the major retail banking products, especially unsecured lending.
  • Possess customer centric and positive mindset with a can-do attitude
  • Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.
  • Willing to work hands-on under a lean organization structure.
  • Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
  • Basic knowledge of using Mac and OS, and the latest office cloud applications 

Apply Now to join the Bank for those with big career ambitions.

More job information
Job ref no. 2200005294
Salary
Job Function
Industry
Employment Term
  • Full-time
Experience
    N/A
Career Level
  • Middle management level
Education
  • Degree