•        Lead the CS Team to handle customer enquires via email & Outbound Calls.   Other channels may be added.   
•        Develop and Review CS Procedures and provide quality insights    
•        Create MIS Report to Management                                                                                                               
•        Handle complicated case escalated from the team and solve complaints     
•        Participate in the Customer Service Enhancement Project to increase Customer Satisfactory level
•        Sustain staff development and retention by motivating, coaching, and developing the staff to achieve the individual, team and department objectives
•        Work closely with cross department for change projects including preparing cost impact analysis, feasibility study, user requirement definition, UAT, staffing and training arrangement

Requirements:

•        Strong people management to drive the team and oversee daily operations    
•        Degree Holder, with at least 5 years in CS with team management experience, banking and FI experience is preferred but not essential
•        Ability to adapt to a continuously evolving system and work-flow environment
•        Able to work under pressure and independently
•        Excellent command of written and spoken English and Cantonese. Proficiency in Mandarin is required
•        Highly PC literate in Microsoft Word, Excel, Powerpoint, etc.