Senior Manager, Customer Fulfillment
1 week ago
DBS Bank (Hong Kong) Limited is seeking a seasoned professional to lead our Customer Fulfillment team. As a key member of our Technology and Operations department, you will be responsible for managing the fulfillment processes for internal and external customer service requests, ensuring seamless process flows and delivering high-quality services to our customers.
Key Responsibilities
- Manage a team of 20 staff to provide customer fulfillment services, including customer information and account record searches, and handle various types of customer inquiries and requests.
- Establish and maintain end-to-end SLAs to ensure services are delivered within specified standards of service quality and turnaround time.
- Oversee projects sponsored by the Customer Fulfillment team and drive productivity and efficiency improvements.
- Develop and implement daily operation steps and explore digitalization opportunities to increase efficiency and reduce turnaround time.
- Deliver MIS and operation reports timely and accurately.
Requirements
- Complete Form 5 or above, University Degree Holder an advantage.
- Professional qualifications in Banking (e.g. AHKIB) an advantage.
- Minimum 15 years' experience in customer fulfillment and operations processing for consumer banking products/services, with minimum 10 years' in 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.
- 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 to seek improvement on productivity and operations quality.
- Good command of English & Chinese.
- Good PC skill in MS office.
About DBS Bank (Hong Kong) Limited
DBS Bank (Hong Kong) Limited is a leading financial services group in Hong Kong, offering a wide range of banking and financial services to individuals, businesses, and institutions. We are committed to delivering exceptional customer service and creating value for our customers and stakeholders.
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