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Tangspac Consulting

Customer Experience AVP (Bank)

Tangspac Hong Kong
Posted 3 days ago Permanent Negotiable
H
Posted by
HR Hong Kong .
Recruiter
Provide adequate business management support function in customer service, monitor / enhance the end-to-end processes of operation and service delivery perspectives in bank to deliver high standard of customer experience.
  1. To coordinate annual customer engagement surveys and implement corresponding improvement plans.
  2. To take care of the customer onboarding program.
  3. To ensure smooth and effective collaboration with working partners, e.g. relationship manager, operation units, consumer banking group, supporting units and etc.
  4. To be responsible for the support of customer services.
  5. To monitor and enhance the end-to-end processes of operation and service delivery.
  6. To identify customer needs and formulate marketing / communication strategies for the SME segment.
  7. To support the team on ad-hoc projects and initiatives.

Key Accountabilities

  1. Work closely with business partners to enhance the channel delivery platform to ensure quality customer journey and experience.
  2. Lead and monitor service quality through business process re-engineering and system enhancement.
  3. To have active and smooth communication with regional teams on areas such as annual customer survey, journeys, marketing events, etc.
  4. To foster the change culture within the bank.
  5. To lead and take charge of ad-hoc projects for the bank and COO Office.
  6. Sensitive to timeline and attention to details.

Requirements

- Min. 5 years of relevant experience
- Customer oriented and passion to succeed
- Strong responsiveness and good problem solving skills
- Good sense in service quality management
- Strong inter-personal skills to work with various service partners
- Good team player with sound interpersonal and communication skills
- Good command of written and spoken English and Chinese
- Proficiency in MS Word, Excel and PowerPoint

 

ABOUT COMPANY
Singapore
HR & Recruitment
Tangspac Consulting provides resourcing solutions to early-stage startups, fintechs, enterprise technology companies, financial institutions, and gove...
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