Assists SME Customer Services Manager to supervise SME Customer Service Team that provide all-round services & support to Dah Sing Bank SME customer, including business acquisition, after-sales enquiry, account enquiry, campaign enquiry, performing transactions & digital channels support, for local and cross-border SME Customer. Supervises and evaluates activities to support generate revenue, maximize productivity, optimize operation and achieve bank’s objectives.
Main Responsibilities:
- Manage the team to provide all-round quality service for SME customer through all channels, including but not limited to phone banking, email or other kind of social media.
- Manage the team to provide support to acquire SME customer, perform transactions, eBanking/ Mobile Banking ID maintenances, insurance or investment transactions for SME customer.
- Support Customer Services Manager to supervise the team to ensure high quality services are delivered and complaints are solved skillfully and effectively.
- Assist Customer Services Manager to monitor the job efficiency, objective achievement and manpower planning.
- Regular review & optimize working procedures to ensure high level of achievement and output are maintained.
- Train and motivate staff to maximize productivity, achieve KPI and handle job independently and effectively.
- Give guidance to CSR/CSO on dealing with non-routine customer requests.
- Review staff performance regularly and conduct coaching or counseling whenever required.
- Provide support to marketing programs, review and comment on all customer communication materials; reflect customers’ needs and suggestions for service enhancement.
- Reflect customers’ comments and suggestions for service enhancement.
- Ensure staff complies to internal guidelines, legal and regulatory requirement when delivering job duties.
- Participate and contribute to various projects for on-going operations and system enhancements.
Incumbent Requirements:
- University degree with minimum 3 years’ customer service experience in SME / retail banking/ consumer products, or lower academic qualifications with substantial years of relevant experience.
- Experience in SME Customer Service and/or corporate client service is preferred.
- Insurance and / or investment license preferred; and possession of related regulatory qualifications and competencies are required.
- Good leadership and people management skills.
- Good sales & service management skills.
- Good communication and interpersonal skills.
- Good command of written and spoken English, Cantonese & Mandarin.
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