Develop Department quality assurance strategies and formalize service standards to consistently improve Private Banking service.
Plan and organize orientation and on-board service trainings, license accreditations (HKMA, SFC, Insurance and CPWP) and programs to enhance frontline engagement and nurture quality service culture, in compliance with HKMA standard
Monitor service quality in Department. Analyze customer feedback for management review and identify measures to improve customer experience
Co-ordinate with other departments to develop and implement process improvement projects to enhance Department service efficiency
Develop and organize customer experience initiatives and campaigns, support ad-hoc marketing projects to enhance top tier customers’ loyalty and Bank usage
Compile reports related to HKMA/SFC. Ability to answer query in relations to the reports
Handle ad-hoc projects when necessary
University degree or above in related subjects.
Over 7 years banking experience or relevant working experience.
Knowledge of the general banking practices and laws including Securities & Futures Ordinance and Banking (Amendment) Ordinance 2002.
Good communication and interpersonal skills
Good written and spoken English and Chinese, including Putonghua