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Senior Manager of Channel Strategy and Sales Operations

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time
Responsibilities

Support the Section Head / Senior Manager in crafting digital strategies, planning, developing, managing, and operating various service delivery channels as mandated by the Bank. This role encompasses the following duties:

  • Enhance customer experience through strategic planning, understanding customer needs, and designing effective channels;
  • Boost customer satisfaction by developing and overseeing the Bank's diverse digital channels, including Internet Banking, Mobile Banking, Phone Banking, ATMs, and Digital Branches;
  • Identify and analyze the root causes of customer dissatisfaction, providing innovative marketing solutions to enhance customer experiences;
  • Coordinate and communicate with internal and external partners for projects aimed at improving customer service;
  • Gather and assess customer feedback and complaints regarding digital products;
  • Validate customer feedback and complaints in a testing environment;
  • Investigate new solutions to address customer usage challenges and technical issues;
  • Detect defects and collaborate with technical teams to resolve issues across various channels such as Internet Banking, Mobile Banking, ATMs, and Digital Branches;
  • Manage inquiries from both internal and external customers, including audits and regulatory bodies;
  • Undertake ad-hoc tasks as assigned.
Requirements
  • University degree; OR
  • At least 8 years of experience in the banking sector, including:
  • A minimum of 5 years in a supervisory capacity;
  • Strong understanding of banking products and operations;
  • Experience in digital banking, digital transfers & payments, security, and data privacy;
  • Thorough knowledge of banking operations, procedures, rules, and compliance;
  • Proficiency in design tools such as Sketch, Photoshop, and Illustrator;
  • Familiarity with Fintech products like remote account opening and soft token implementation;
  • Experience with innovative banking products is a significant advantage;
  • Able to lead a team to ensure high service quality;
  • Excellent interpersonal, communication, and presentation skills;
  • Strong command of spoken and written English and Chinese (Cantonese and Mandarin);
  • Able to perform under pressure.