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Assistant Manager, Customer Services
2 months ago
The Dah Sing Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its growing network of over 70 branches in Hong Kong, Macau and Mainland China.
Our currency is caring, teamwork and progressiveness. We accept that everyone is unique and different in talent, but alike in the capacity for growth. Our task is to shape a culture that creates a sense of pride in achieving something beyond just a job, and an environment where you can be your true and authentic self, like at home.
Assists SME Customer Services Manager to supervise SME Customer Service Team that provide all-round services & support to Dah Sing Bank SME customer, including business acquisition, after-sales enquiry, account enquiry, campaign enquiry, performing transactions & digital channels support, for local and cross-border SME Customer. Supervises and evaluates activities to support generate revenue , maximize productivity, optimize operation and achieve bank's objectives.
Main Responsibilities:
- Manage the team to provide all-round quality service for SME customer through all channels, including but not limited to phone banking, email or other kind of social media.
- Manage the team to provide support to acquire SME customer, perform transactions, eBanking/ Mobile Banking ID maintenances, insurance or investment transactions for SME customer.
- Support Customer Services Manager to supervise the team to ensure high quality services are delivered and complaints are solved skillfully and effectively.
- Assist Customer Services Manager to monitor the job efficiency, objective achievement and manpower planning.
- Regular review & optimize working procedures to ensure high level of achievement and output are maintained.
- Train and motivate staff to maximize productivity, achieve KPI and handle job independently and effectively.
- Give guidance to CSR/CSO on dealing with non-routine customer requests.
- Review staff performance regularly and conduct coaching or counseling whenever required.
- Provide support to marketing programs, review and comment on all customer communication materials; reflect customers' needs and suggestions for service enhancement.
- Reflect customers' comments and suggestions for service enhancement.
- Ensure staff complies to internal guidelines, legal and regulatory requirement when delivering job duties.
- Participate and contribute to various projects for on-going operations and system enhancements.
Incumbent Requirements:
- University degree with minimum 3 years' customer service experience in SME / retail banking/ consumer products, or lower academic qualifications with substantial years of relevant experience.
- Experience in SME Customer Service and/or corporate client service is preferred.
- Insurance and / or investment license preferred; and possession of related regulatory qualifications and competencies are required.
- Good leadership and people management skills.
- Good sales & service management skills.
- Good communication and interpersonal skills.
- Good command of written and spoken English, Cantonese & Mandarin.
