Our client, a well-established bank, is now seeking an experienced candidate to join their team.

Responsibilities

• Act as the 'Voice of Customers' in carrying out the design and implementation of the end-to-end customer journeys under bank wide transformation projects
• Assist in conducting root cause analysis, driving improvement plans, monitoring satisfaction KPIs and understanding the market trends to facilitate the design of customer satisfaction management strategy.
• Support the Head of Customer Experience to manage the development and enhancement of customer centric solutions in retail banking
• Design and drive strategic initiatives and activities across products, channels and customer segments to ensure good quality customer experience and comply with Global Standards.
• Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and bank reputation, whilst taking the opportunity to translate them into effective programme and process enhancement initiatives
• Monitor the service satisfaction of retail banking customers by conducting internal / external customer surveys, benchmarking the activities of major market players and cross-referencing market best practices

Requirements:

• University degree in a Business Administration, Services / Hospitality / Operation Management or other relevant qualifications
• Minimum 7 years' retail banking experience with sound knowledge on process mapping and streamlining, service standard enhancement and product design.
• Seasoned in customer experience management, complaint resolution and service quality management a definite advantage
• Customer-oriented with excellent service mindset and business acumen
• Strong self-motivation with good leadership, project and people management, interpersonal and communication skills
• Proficiency in both English and Chinese
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
• Candidates with less experience will be considered for the post of Assistant Customer Experience Manager.

Interested candidates please forward your resume (in MS Word format) together with current and expected salary details by clicking the Apply Now button.

We are expert in Talent Management solutions. Headquartered in Hong Kong, Talent Axis is a specialized recruitment firm providing service to financial institutes, commercial & industrial sectors, as well as IT & T, dealing in permanent positions, contract roles and temporary assignments.

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