AVP, Customer Care Team
Job Summary:
To lead and monitor the performance of Customer Care Team to respond and handling customer voice including complaints, opinions, feedback and enquiries received from various channels.
Main Responsibilities:
- Develop and implement a comprehensive customer experience strategies such as CSAT to promote bank’s vision and value.
- Direct, conduct and review investigations on customer complaints and provide replies to complainants and regulators as required.
- Utilize customer feedback, surveys, and service recovery data analytics to gain insights into customer needs and preferences and present regular report to management.
- Review and maintain the Bank’s complaint handling policy and procedures.
- Support group initiatives and identify rooms for improvement on products and services of the Bank and drive relevant business units for enhancement.
- Stay up to date with industry trends and best practices to enhance customer experience.
- Inspire and mentor high calibrate staff to fit the bank’s future development.
Requirement
- Degree or above
- HKSI Type 1 RA (preferred)
- Minimum 8 years of complaint handling or customer experience in banking industry
- At least 3 years in leadership roles
- Experience with Microsoft office, Data analytic tools.
- Familiar with regulatory complaint handling policy (HKMA-SPM-IC4)
- Customer-centric mindset with a passion for improving customer satisfaction.
- Excellent communication and writing skills in English, Cantonese and Putonghua.
- Strong project management, service transformation and problem-solving skill.
- Knowledge of relevant technology, regulations and standards.
- Solid coaching and mentoring skills.
Skills
More Information
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OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is one of the world’s most highly-rated banks, with Aa1 by Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
OCBC is the second largest financial services group in Southeast Asia by assets. The Group offers a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.
OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Its insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the leading asset management companies in Southeast Asia.
The Group’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has close to 420 branches and representative offices in 19 countries and regions.
For more information, please visit www.ocbc.com.hk to learn more about OCBC Hong Kong.
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