Assistant Vice President, Operations Data Analytics (Service Quality) Assistant Vice President, Operations Data  …

China CITIC Bank International Limited
in Hong Kong
Permanent, Full time
Last application, 19 Jul 21
Competitive
China CITIC Bank International Limited
in Hong Kong
Permanent, Full time
Last application, 19 Jul 21
Competitive
Posted by:
Rachel Chan • Human Resources Officer, Business Partner
Posted by:
Rachel Chan
Human Resources Officer, Business Partner
The role is to develop Operation Management’s data analytics to build related models / dashboards to facilitate management and tracking of operational issues. The objective is for the effective and efficient delivery of service quality and fulfillment of regulatory requirements within the Bank

Job Purpose

The role is to develop Operation Management’s data analytics to build related models / dashboards to facilitate management and tracking of operational issues.  The objective is for the effective and efficient delivery of service quality and fulfillment of regulatory requirements within the Bank

 

Key Responsibilities

  • Manage the team in the development, implementation and execution of Operations dashboard, service delivery, service quality initiatives and customer surveys to ensure effective measurement of the Bank’s service quality
  • Manage the team to ensure initiatives / projects undertaken are complying with both the Bank’s internal standards and regulatory requirement
  • Oversee the data analysis on service intelligence MIS and service performance
  • Manage and drive program with Operational Risk & Control Head of Operations Management Group to eliminate operational risks and ensure operational tasks are under control within Service Quality and Analytics & Survey team
  • Assist the Operational Risk & Control Head of Operations Management Group in raising the awareness of the operational risk and conduct risk by sharing lessons learnt resulting from root causes of complains and survey/opinion received from customers   
  • Ensure the Mystery Shopping Assessment (“MSA”) data and analysis are constantly updated and fit for purpose
  • Drive and implement quality initiatives & changes with close collaboration with different levels within the organization

 

Requirements

 

  • Degree holder in Computer Science / Math / Statistic or related disciplines
  • Minimum 8 years’ experience in Data Analytics, Quality Management or information system management, preferably from the banking and finance industry
  • Good understanding in banking products and services and the relevant regulatory requirements 
  • High proficiency in the use of MS Word, Excel, PowerPoint, Access, SAS and Dashboard programming language(s)
  • Strong vendor management skills
  • Result-oriented and highly adaptable with positive attitude
  • Good command of written and spoken English and Chinese
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