Head of Customer Service

Responsibilities:

• Lead the team of both Customer Service and Sales Fulfillment to drive for service excellence and business opportunities.
• Develop and implement Customer Service strategy, policies and standards to ensure compliance with regulation and the Bank’s service pledge.
• Work closely with Product team to design and initiate action plan to uphold the loan business momentum.
• Collaborate with Product/ Marketing and Technology team to implement customer centric initiatives by addressing their pain points in the banking journey.
• Develop and prepare management MIS on customer’s verbatim/ feedback analysis with corresponding action plan to exceed the customer needs.
• As Complaint Officer for livi to deal with regulator and external parties on customer complaints and feedback management.
• Utilizing technological ideas, coordinating with internal and external technology partners to improve the productivity and customer experience, eg Chat GPT.
• Define, negotiate and agree an effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning in conjunction with business objectives and service level agreements.
• Conduct regular staff training to maintain the staff awareness and competence on all new products/ regulation update and development.
• Work with technology on all customer service project enhancement and development.
• Shift work is not expected but maybe required to work off office hours if needed.

Requirements:

• Degree holder in banking and finance discipline.
• Minimum 15 years of customer service management related experience preferable.
• Sufficient knowledge & understanding of banking operations and products such as personal and corporate loans, retail deposits and transfers, debit/credit cards.
• Candidate without banking experience but has very good experience with Customer Experience and Service in Fintech, Ecommerce as well as good knowledge of fintech applications such as AI and big data analysis will be an added advantage.
• Evidence of well-developed leadership skills and vendor management.
• Ability to communicate effectively to customers and internally with banking staff.
• Self-motivated with strong analytical mind and creative thinking.
• Good report writing skills and presentation skills
• Language proficiency in English and fluency in Cantonese and Mandarin are preferred.

We offer competitive salary package to the successful candidate. If you are interested in joining this exciting team, please send your full resume including your CURRENT and EXPECTED salary for our consideration.