JOB SUMMARY

• lead the team to operate the customer maintenance and profile
• handle customer inquiries, feedback and complaints
• provide solution to customer upon request
• oversee the call centre and provide guidance when problems are found
• prepare the operating rules and guidelines to call centre staff
• provide good services in delivering and addressing customer issues
• Act as the coordinator between outsourcing and department.  Draft internal department communications
• Design and implement digital marketing initiatives to existing customers to maintain customer bas
• Stimulate card activation with promotion program to existing customers
• Work closely with various internal parties and external agencies to formulate campaign strategies
• Ensure processes comply with regulatory requirements and compliance standards
• Oversee various digital marketing campaigns and channels, including advertising performance tracking conversion and user behavior tracking
• Carry on ad hoc projects as required

DUTIES & RESPONSIBILITIES

• Contribute to deliver good services and manage expectation to our customers
• Lead the team to complete the tasks or operation within the pre-set schedule and timeline
• Maintain a good customer base and service level to customers
• Develop, implement and evaluate existing procedure and process to enhance service standard to both internal and external customers
• Achieve business targets of card royalty and spending, card activation through credit cards related features, value propositions, promotions and projects
• Develop, implement and evaluate promotion programs, system enhancement and business plans for set goals and business performances
• Be an active team member, proactively engage internal and external stakeholders to ensure smooth program implementation, as well as to deliver efficient and accurate execution and uplift customer experience
• Manage team budget planning, payment and reconciliation
• Monitor program performance, report and evaluate program result
• Participate in formulation, coordination and implementation of new market strategies and programs to grow the profitability of credit cards Plan to cope with department growth

REQUIREMENTS

• Bachelor’s degree or above, preferably major in Marketing, Business Admin or relevant disciplines
• Minimum 8 years working experience gained in relevant experience with customer services and marketing. Preferably with Banking experience is an advantage.
• Proficiency in spoken and written English and Chinese (Putonghua and Cantonese)
• Proficient in MS Office
• Self-motivated with good interpersonal and communication skills