Customer Information Maintenance Manager

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Customer Information Maintenance Manager at DBS Bank (Hong Kong) Limited. The successful candidate will be responsible for managing the fulfillment processes for internal and external customer service requests, leading a centralized team of staff, and overseeing projects sponsored by the Customer Fulfillment team.

Key Responsibilities
  • Manage the fulfillment processes for both internal and external customer service requests within Service Level Agreements (SLAs)
  • Lead a centralized team of 20 staff to provide customer fulfillment services, including customer information and account record search, judicial management services, and handling of various types of court cases
  • Establish end-to-end SLAs and ensure services are provided within specified standards of service quality and turnaround time
  • Oversee projects sponsored by the Customer Fulfillment team
  • Manage productivity and efficiency of staff and transactions, seeking continuous improvement on unit cost per transaction
  • Deliver Management Information Systems (MIS) and operation reports timely and accurately
  • Develop and continuously review, streamline, and improve daily operation steps, exploring digitalization opportunities to increase efficiency and reduce turnaround time with reasonable internal controls and mitigation of operational risk
Requirements
  • Complete Form 5 or above, University Degree Holder
  • Professional qualifications in Banking (e.g. AHKIB)
  • Minimum 15 years' experience in customer fulfillment and operations processing for consumer banking products/services, with a minimum of 10 years' experience in a managerial position
  • Good knowledge of consumer banking products, including credit card, loan, and banking products, as well as consumer/commercial laws and related regulatory rules that impact consumer products
  • Strong leadership skills and cross-team collaboration
  • Good judgment, problem-solving, and decision-making ability
  • High sense of risk awareness and ability to react quickly to mitigate risk
  • Results-oriented and proactive in seeking improvement on productivity and operations quality
  • Good command of English and Chinese
  • Good PC skills in MS Office


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