Senior Channel Planning and Sales Management Manager

7 months ago


Hong Kong, Hong Kong SAR China The Bank of East Asia Full time
Responsibilities

To assist Section Head / Senior Manager to formulate digital strategies, plan, develop, manage and operate any service delivery channel as required to be made available by the Bank. This position is responsible for the following tasks:

Improve customer experience via strategy planning, customer understanding, and channel design; Drive up customer satisfaction of services by developing and managing the multiple digital channels of the Bank including Internet Banking (Cyberbanking for BEA), Mobile Banking, Phone Banking, Automated Teller Machine (“ATM”) and Digital Branches; Recognize, analyse and determine root causes of any dissatisfaction from customers and make appropriate recommendations with innovative marketing ideas on delivering superior customer experiences; Organise, communicate and liaise with internal/external business partners for customer experience/service improvement projects; Understand customer’s feedback and complaints on using digital products Verify customer’s feedback and complaints in testing environment Explore new solutions to resolve customers’ usage problems and technical issues Identify defects and work with technical teams to provide solutions of defects on various channels such as Internet Banking (Cyberbanking for BEA), Mobile Banking, Phone Banking, Automated Teller Machine (“ATM”) and Digital Branches, etc. Handle both internal and external customers’ enquiries including internal / external audit, Hong Kong Monetary Authority (“HKMA”), Hong Kong Association of Banks (“HKAB”) and / or regulatory bodies Handle ad-hoc tasks as assigned from time to time
Requirements
University graduate; OR Preferable over 8 years’ experience in banking sector covering the following: At least 5 years’ experience as supervisory role; Equipped with good understanding in banking products and operations; Possession of working experiences in digital banking, digital transfer & payment, security, and data privacy activities; Sound knowledge in banking operations, procedures, rules and compliance requirements; Proficiency in Sketch, Photoshop, Illustrator and other graphic and interactive design tool Proficiency in Fintech products like remote account opening, soft token implementation; Proven experiences on handling innovative banking products is a definitely advantage; Able to lead a team to ensure the service quality; Good interpersonal, communication and presentation skills; Good command of both spoken and written English, Chinese (Cantonese and Mandarin); Able to work under pressure.


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