Senior Customer Experience Strategist

4 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Bank of China Full time

Company Overview

The Bank of China is committed to delivering exceptional service experiences that meet the evolving needs of our customers. Our goal is to foster a customer-centric culture that drives business growth and profitability.

Job Summary

This is an exciting opportunity for a skilled Quality Assurance professional to join our team and shape our service excellence strategy. As Senior Quality Assurance Manager, you will be responsible for developing and driving strategies to improve service levels and customer satisfaction.

Key Responsibilities

  • Lead the development and implementation of service excellence initiatives;
  • Collaborate with department heads and line managers to identify improvement areas and develop strategic plans to improve service quality for frontline staff;
  • Develop and implement programs to recognize and reward employees for their contributions to service excellence;
  • Conduct regular assessments, reviews and adjustments to work projects to ensure the smooth implementation of relevant projects;
  • Manage and coordinate ad-hoc service / communication projects.

Requirements

  • University degree in Business Administration or relevant discipline;
  • 7 years experience in banking or financial industry is preferred, 3 years of which with focus in Customer Experience, or Service Quality;
  • Strong communication and presentation skills with good command of English and Chinese in both written and spoken (including Putonghua);
  • Good project management skills;
  • Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
  • Customer-centric and innovative;
  • Proficiency in PC applications in MS Office and Chinese word-processing.


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