Branch Distribution & Services Department

Customer Experience Manager (at branches) (Job ID: 1380)

Responsibilities:

• To act as the first contact point of customers in a warm and caring manner to ensure their journey with BEA is highly satisfactory
• To understand customers' needs and direct them to the right area of the branch to ensure their needs are fulfilled during their visits
• To evaluate customer preferences and identify opportunities to enhance customer relationship
• To drive fast and accurate transaction processing to serve customers in accordance with standard procedures
• To manage and enhance service quality in the branch
• To keep the branch staff updated on latest product and marketing information
• To mobilize the branch staff to cope with changes in traffic and service requirement
• To address customers’ dissatisfaction and provide alternatives or solutions
• To manage referral sales performance of the branch

Requirements:

• University graduate is preferred
• Minimum of 6 years’ relevant banking experience of which 2 years at supervisory level preferred
• Excellent service mindset and highly customer-focused
• Excellent communication and interpersonal skills
• Strong technical knowledge of retail banking products and services, delivery channels and self-service machines
• Proficiency in computer and tablet/mobile computing devices
• Good understanding of branch operations, policies, procedures, practices, rules and sales compliance requirements
• Good command of both spoken and written English and Chinese, Putonghua a plus

(Candidates with less working experience will be considered for the position of Assistant Customer Experience Manager)

Please apply online via the BEA Careers website at https://www.hkbea.com/html/en/bea-career-job-opportunities.html and search for the job. Kindly note that if you are a new user, you have to first create your User Profile before you can apply.

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Data Policy, which is available upon request. Applicants who are not invited for interviews within six weeks may consider their applications unsuccessful and the personal data collected will be destroyed after six months.