Senior Customer Segment Manager / Customer Segment Manager (Customer Journey)
Bank of China (Hong Kong) Limited
- Company Industries:Financial Services
Job Information
- Post Date:2020-04-05
- Career Level:Senior
- Location:Not Specified
- Yr(s) of Exp:10 years
- Qualification:Degree
- Salary:Posted on 25 Mar 2020
- Employment Type:Full Time
- Job Function:Customer Service - Manager
Job Description
Job No.:
495432
Employment Type:
Full time
Departments: Personal Banking and Wealth Management Department
Job Functions:
Project Management, Strategic Planning
Responsibilities:
- 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
Requirements:
- 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 candidates. Interested parties, please submit your application by clicking Apply Now. For details, please visit our website
http://www.bochk.com
Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will
be destroyed within 24 months of receipt.
Company Info
Join Bank of China (Hong Kong)! Be a dynamic member of our team.
- We commit to excellence and professionalism
- We value people
We offer challenging and rewarding careers that will further your personal development.
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