Chief Service Excellence Director, Quality Assurance

24 hours ago


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

Job Overview:

The Bank of China is seeking a highly skilled and experienced professional to fill the role of Chief Service Excellence Director, Quality Assurance. This position will be responsible for leading the identification and classification of initiatives into a structured customer experience and service excellence framework, including guidelines and standards.

Responsibilities:

  • Lead the development and implementation of strategies to improve service levels and customer satisfaction, ensuring alignment with the bank's overall goals and objectives;
  • Foster a customer-centric culture within the organization by promoting best practices, devising and implementing service excellence projects and training programs;
  • Develop and drive plans to enhance quality of service, translating customer experience management strategy into effective program or process enhancements;
  • Collaborate with department heads and line managers to identify areas for improvement, design and develop strategic plans to boost service quality and professionalism among frontline staff;
  • Monitor progress of work projects, conduct regular assessments, reviews and adjustments to ensure smooth implementation of relevant projects;
  • Work closely with stakeholders to handle ad-hoc service or communication projects as needed.

Requirements:

  • University degree in Business Administration or relevant field;
  • 7 years experience in banking or financial industry, preferably with 3 years 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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