Branch Distribution & Services Department

Senior Customer Experience & Service Quality Manager (Job ID: 2616)

Responsibilities

• To assist Section Head in driving, planning and implementing service quality and customer experience initiatives
• To drive and develop customer experience strategies to enhance total customer experience
• To study and analyse customer needs to identify areas for improvement
• To manage projects / initiatives and ensure successful implementation
• To drive and/or support initiatives for process and system enhancements
• To collaborate with different stakeholders in deriving and delivering improvements in customer experience
• To provide support, training and coaching to colleagues and branch staff

Requirements

• University graduate in Business Administration, Marketing or related discipline
• Minimum of 8 years’ experience in banking, quality service assurance, customer service or related fields
• Solid project management experience
• Sound knowledge of customer experience management, service quality and training & development issues
• Excellent communication, interpersonal and analytical skills with strong sense of responsibility, independent, pro-active and well-organized
• Conversant with MS Office applications
• Excellent command of both spoken and written English and Chinese

(Candidate of less experience will be considered for the post of Customer Experience & Service Quality Manager)

Please apply online via the BEA Careers website at  or by clicking the "Apply Now" button below. Kindly note that if you are a new user, you have to first create your User Profile before you can apply.https://careers.hkbea.com/psp/hcmprd/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=UFOCUS=Applicant&SiteId=1&JobOpeningId=2616&PostingSeq=1

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.