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Customer Experience Director

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Dah Sing Financial Group Full time
About Dah Sing Financial Group
The Dah Sing Financial Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its network of branches in Hong Kong, Macau and Mainland China.
We value caring, teamwork and progressiveness. We accept that everyone is unique and different in talent, but alike in the capacity for growth. Our goal is to create a culture that fosters a sense of pride in achieving something beyond just a job, and an environment where you can be your true and authentic self.

Reporting to the Head of Direct Channels, you will lead and manage a team on training, support and campaign management. Provide all-rounded training to customer services frontline to ensure efficient and quality services are delivered. Also provide support to the Customer Services Team to smoothen overall team's operation. Furthermore, manage different campaign development for Contact Centre to ensure effectiveness and on-going operation enhancement.

Main Responsibilities:
  • Lead the team to design, refresh and review training materials at regular intervals.
  • Execute and deliver quality and effective training to different target participants (including but not limited to new joiners) that are aligned with Management objectives and Company's KPI.
  • Manage the team to support daily operations and coordinate with frontline on operation processing.
  • Review current manual process and support streamline process as appropriate. Optimize operation process, policies and workflow.
  • Develop/review operation manuals, ensure staff to comply internal guidelines, legal and regulatory requirement when delivering job duties.
  • Lead and manage the team on different campaign development projects. Participate and contribute to projects and product development and system enhancement.
  • Motivate staff to achieve management objectives, improve job satisfaction & loyalty.
Incumbent Requirements:
  • University degree with minimum 10 years customer services experience in retail banking / consumer products / digital services, or lower academic qualifications with substantial years of relevant experience.
  • Experience in digital service and/or corporate client service is preferred.
  • Strong leadership and people management skills.
  • Good communication and interpersonal skills.
  • Good command of written and spoken English and Chinese.