Dynamic Service Excellence Leader
10 hours ago
Bank of China (Hong Kong) Limited is a leading financial institution with a strong presence in the region. Our commitment to excellence has earned us a reputation as a trusted partner for businesses and individuals alike.
Job Description:
As a Senior Quality Assurance Manager, Service Quality, you will be responsible for leading the identification and classification of initiatives into a structured customer experience and service excellence framework. You will work closely with department heads and line managers to identify improvement areas and design strategic plans to enhance service quality for frontline staff.
Responsibilities:
- Develop and drive strategies and plans to improve service levels and customer satisfaction;
- Monitor the progress of work projects and conduct regular assessments, reviews, and adjustments to ensure smooth implementation;
- Collaborate with stakeholders to identify and implement best practices and innovations;
- Lead and drive recognition programs, staff events, award presentations, and team-building activities to boost service quality and professionalism;
- Handle ad-hoc service and communication projects.
Required Skills and Qualifications:
University degree in Business Administration or relevant discipline;
7 years' experience in banking or financial industry, preferably with focus on Customer Experience or Service Quality;
Strong communication and presentation skills with good command of English and Chinese in both written and spoken; 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.
Benefits:
Competitive salary and benefits package;
Opportunities for career growth and development;
Collaborative and dynamic work environment.
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