Job No.: 495432 Employment Type: Full time Departments: Personal Banking and Wealth Management Department Job Functions: Project Management, Strategic Planning
Build different customer journeys to improve customer satisfaction with the banking services (Customer Journey)
Re-examine the products, customer service, processes, promotion, sales contacts, after-sales service, etc.
Evolve from individual product sales to a full range of service solution providers, enhancing the relationship between our customers and the Bank's major banks
Establish the standardized guidelines or improvement programs to enhance customer experience at different levels, and prioritize processing according to the urgency of the problem
Promote, implement, track and monitor the customer experience improvement solutions
Design and implement online and offline customer communication content, intonation, channels, frequency and service commitment to enhance customer experience and professional image
Review and optimize customer information, service fee waiver and processing mechanisms existing in different internal channels and codes of practice to unify customer experience
Engage in the design and implementation of the strategic planning project to ensure that the project is built and executed on a customer-centric basis
Establish a customer voice/opinion and customer review database
Degree or above with major in Business Administration, Finance, Economics, Statistics, or related disciplines
More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer segment management
Familiar with financial products and operations / service enhancement, and with the drive to strive for continuous improvement
Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple projects.
Excellent communication, analytical, organizing and management skills with creative mind
Great Chinese and English writing skills
Proficient in both spoken English and Chinese (Cantonese and Mandarin)
Less experienced candidate will be considered as Manager role
We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidate. Interested parties, please submit your application online. For details, please visit our website http://www.bochk.com
Data collected would be used for recruitment purposes only. It might also be disclosed to our subsidiaries or Associated Companies to process the information for appointment. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.