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Senior Manager of Channel Strategy and Sales Operations

2 months ago


Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time
Responsibilities

Support the Section Head / Senior Manager in developing digital strategies, planning, and managing service delivery channels for the Bank. This role encompasses the following duties:

  • Enhance customer experience through strategic planning, understanding customer needs, and designing effective channels;
  • Boost customer satisfaction by overseeing and optimizing various digital platforms including Internet Banking, Mobile Banking, Phone Banking, ATMs, and Digital Branches;
  • Identify and analyze root causes of customer dissatisfaction, providing innovative marketing solutions to enhance service delivery;
  • Coordinate and communicate with internal and external partners to drive customer experience improvement initiatives;
  • Gather and interpret customer feedback and complaints regarding digital services;
  • Validate customer feedback in a testing environment;
  • Investigate new solutions to address customer usage challenges and technical issues;
  • Detect defects and collaborate with technical teams to resolve issues across digital channels;
  • Manage inquiries from both internal and external customers, including audits and regulatory bodies;
  • Perform ad-hoc tasks as assigned.
Requirements
  • University degree; OR
  • Preferably over 8 years of experience in the banking sector, including:
  • At least 5 years in a supervisory capacity;
  • Strong understanding of banking products and operations;
  • Experience in digital banking, payment solutions, security, and data privacy;
  • Comprehensive knowledge of banking operations, compliance, and regulatory standards;
  • Proficiency in design tools such as Sketch, Photoshop, and Illustrator;
  • Familiarity with Fintech products like remote account opening and soft token implementation;
  • Experience with innovative banking products is a significant advantage;
  • Able to lead a team to maintain high service quality;
  • Excellent interpersonal, communication, and presentation skills;
  • Fluent in both spoken and written English and Chinese (Cantonese and Mandarin);
  • Able to perform under pressure.