Strategic Service Excellence Lead
2 days ago
Bank Of China (Hong Kong) Limited is committed to delivering exceptional service quality to its customers. We are seeking a Strategic Service Excellence Lead to join our team and contribute to this goal.
Job DescriptionCompany Overview:
As one of the largest financial institutions in Hong Kong, Bank Of China (Hong Kong) Limited provides a wide range of financial services to individuals and businesses. Our company values customer satisfaction and strives to deliver high-quality services to meet their needs.
Job Summary:
The Strategic Service Excellence Lead will be responsible for leading the identification and classification of initiatives into a structured customer experience and service excellence framework. This includes developing strategies and plans to improve service levels and customer satisfaction, as well as monitoring and improving the quality of service.
Key Responsibilities:
- Develop and drive strategies and plans to improve service levels and customer satisfaction;
- Monitor and improve the quality of service;
- Lead the recognition program, staff events, award presentations & team building activities to boost service quality & professionalism;
- Work closely with department heads and line managers to identify improvement areas and design strategic plans to improve service quality for frontline staff;
- Handle 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.
Estimated Salary:
$80,000 - $120,000 per annum, depending on qualifications and experience.
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