Director, Client Experience

崗位職責

1. The Role Responsibilities

Responsible for leading a team of Director, Associate Director, Senior Managers and Managers of Client Experience for client complaint handling, service recovery and client feedback management

2. Strategy

- Lead the client experience Wealth Management case handling team to resolve the complaints and negative feedback of the CPBB clients.

- Work closely with the Distribution Network, Compliance and Sales Governance Team on the case investigation and root cause identification.

- Manage the customer expectation and reply to the customer timely and properly.

- Promote the ‘service-first’ culture across the business and functions.

- Establish solid KPIs to monitor the progress

- Build a healthy and positive work culture within the team.

- Establish the succession and development plan for the high performing individuals within the team

- Nurture & build a strong local talent pipeline for future bench strength ensuring continuity in country.

 

崗位要求

1. At least 15 years of work experience, with solid exposure in the retail banking client experience stream

2. Solid skills in handling the high profile complaint cases.

3. Proven experience in being a people leader to lead a sizable team

4. Solid knowledge in the retail banking products and services

5. Demonstrated ability to manage multiple stakeholders and business objectives

6. Positive work attitude and personality

 

發佈時間：2023-09-20

 

截止時間：2023-10-20

 

工作地點：Hong Kong-Kwun Tong