Customer Experience Manager - Retail Lending

ResponsibilitiesManage customer experience, improving & optimizing customers’ interactions with businessManage Net Promoter Score within the department, driving relevant teams to address customers’ voice and enhancing customer experienceHandle high impact complaints received from customers or referred by external partiesPrepare replies to customer, ensuring accuracy in content, appropriateness in tone & manner and in line with “Treat Customer Fairly Charter”Identity root cause of the problems and identify areas for improvementComply with all applicable regulations, rules and guidelines set by the regulators and the BankDrive Call Centre’s productivity and provide advice to Call Centre agents on case handlingOrganize and handle ad hoc tasks/projects as assigned from time to timeRequirementsUniversity graduate, preferably major in English, business, finance or related disciplineMinimum 5 years’ experience in customer service in banking sectorRelevant HKIB qualification would be an advantageHands on experience in handle verbal and written customer complaints with strong decision makingStrong interpersonal and able to communicate effectively with internal or external partiesSelf-motivated, detail-oriented and able to work under pressure and overtime to meet tight project timelineProficiency in MS Windows and OfficeExcellent spoken and written English and Chinese, Putonghua proficiency is an advantagePersonal 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 1 year.