Country of Location:
China Hong KongJob Responsibilities:
• Lead the team to handle product enquiries, financial transactions, securities trading, general banking services, digital banking services and related operations etc. • Monitor and maintain hotlines service level and provide cross-team support among Direct Banking as assigned by management. • Execute sales and service marketing; activities organized by PBG product / segment owners targeting local, Mainland and overseas customers. • Solicit rapport and support from business partners in Mainland China or overseas on customer and business referrals. • Collect market intelligence on customer’s demand, competitive move and market changes in order to propose product ideas, sales plan and new initiatives to increase business revenue. • Motivate the team to achieve service pledge, business targets and assigned KPIs. • Provide sufficient training and coaching to Customer Service Officers to ensure they are knowledgeable and competent to provide high quality phone banking and digital banking services. • Responsible for regular report, roster and departmental operations. • Provide emergency on-call support to night shift Customer Service Officers’ enquiry. • Monitor and ensure all telephone contact and processes are complied. • Implement and compliance of anti-money laundering policy and relevant procedures. • Provide management oversight and develop/maintain a strong compliance culture regarding regulatory and compliance matters as well as anti-money laundering and counter terrorist financing control activities. • Asks appropriate questions to assess needs and listens for opportunities to add value for the customer.Requirements:
Degree holder or equivalent.
Possess IIQAS and other required qualifications under SFC
Minimum 6 years experience in retail banking customer services including 3 years supervisory experience.
Sound knowledge of Retail Banking products and stock trading operations.
Strong communication skills and selling skills, excellent telephone manner.
Good command of written and spoken English and Chinese (including Putonghua).