AVP, Team Lead, Contact Centre, Consumer Banking (Licensed)

DBS Bank (Hong Kong) Limited
Hong Kong, Hong Kong
May 28, 2022
Jun 24, 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Job Objective
Customer Centre is operated 7x24 as an independent channel in the Bank. The position has the responsibilities to plan, lead and manage the frontline teams with 4 major functions including Banking and mortgage, Vickers, Credit Card & Social Media Platform(s) enquiry/ services.
The position is to ensure smooth operation of the teams, help delivering the committed financial result and performance standards in Technology & Operations (T&O), and maximizing staff productivity and exceeding customers' expectations in delivering excellent customer services.
T o lead and support the business operation , transformation and secure the SLA and cope with business growth and opportunities on investment and technological advancement, the position will align the teams to fit into overall business and service strategies and objectives in HO & T&O

Principal Responsibilities

  1. Lead the team to achieve the pre-set business & services targets or key performance indicators.
  1. T o lead and support the business operation , transformation and secure the SLA and cope with business growth and opportunities on investment and technological advancement, the position will align the teams to fit into overall business and service strategies and objectives in HO & T&O
  1. Identifying and evaluating operation process with opportunities on digitization, defining user requirements on streamlining process, establishing technical specifications, and production, productivity and quality and customer service standards, contributing information and analysis to the bank strategic plans and reviews.
  1. Setting and meeting performance targets for effectiveness, efficiency, quality and align group's objectives / strategies in driving excellent customer services
  1. Be available to affect the entirety of the team's operations including the following:
    1. Manage by walking around. Be visible to answer questions
    2. Assist operations to take overflow calls whenever is required and render necessary support to agents in need.
    3. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate etc.
  1. Work out with Client Service Management (CSM) or other departments closely on marketing programs execution.
  1. Participate in projects in enhancing the system functionality, process re-engineering and quality improvement for the team.
  1. Support any other duties assigned by Team Manager/Ops Head
  1. Maximize staff productivity by effective resources planning; performance monitoring and continuous improvement on staff skills and knowledge.
  1. Deliver excellent customer services by achieving quality standards and align group's objectives / strategies in driving for excellent and professional customer services.
  1. Controls over relevant procedures and operations are in compliance with bank's guidelines and measures of Control and Compliance and achieve a satisfaction audit rating.
  1. Contributes ideas, lead and participate in developing new initiatives / projects in expanding / enhancing the system functionality, process re-engineering and quality improvement for the team with an objective to increase the services capabilities of a customer center.
  1. Handle customer complaints or refer the case to the appropriate parties for resolution and reply. Handle special or complicated enquiries, transactions and requests of customers.
  1. Prepares MIS tracking and report for management review.
  1. Supervise the operation of staff to ensure full compliance with both external regulatory codes/ordinance & internal compliance policies, standards, guidelines & procedures, particularly those applicable to the process and order execution, including staff's licensing and fitness & properness, proper conduct of KYC, IPQ, FNA, anti-money laundering and ensuring documentation completeness in each deal.
  2. Applicable to those managers handling the Social Media
  1. responsible for customer engagement on Social Media with the objective to find and resolve customer issues over social media platform and to do real time monitoring of voice of customers over the platform
  2. trawl social media sites on customer issues and feedback and proactively seek opportunities to engage customers with objective to respond/resolve customer queries/feedback within stipulated SLAs through social media and other modes of communication (phone, emails etc)
  3. Actively monitor and elevate customer service experience on social networks
  1. Monitor voice of customers, trends and customer behaviour on social media and highlight to internal business/support units for issues impacting policies, processes and procedures for improvement
  1. Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms
  1. Plan the use of Customer Center resources and optimize the channel potential to support the CBG customer segmentation strategy; with a focus on the implementation of the Treasures' services model in Customer Center.
  1. Ensure self-adherence and monitor/control the staff follow the approved operational procedure/workflow and comply with the required guidelines and measures of Risk and Compliance Control
  • Minimum 10 years relevant experience in banking, credit card, social media or call centre industry, with thorough understanding on respective practices and regulations, and at least 5 years in a managerial role.
  • Post secondary with over 10 years solid customer service experience or university graduated with minimum 5 years of relevant experience.
  • Preferably with relevant professional qualifications, e.g. IIQE papers, RI if applicable.
  • Preferably with related qualifications as per SFO requirements.
  • Initiative, positive, able to work independently & highly motivated
  • Good people management, interpersonal, communication and listening skills.
  • Good leadership skill with an open-minded approach & ability to adapt to the changes
  • Strong sense of risk awareness
  • Strong analytical, decision making and problem solving skills.
  • Result and customer-oriented
  • Mature and positive character with strong leadership skill and ability in interacting different level and behavior of staff.
  • Ability to build a strong relationship with customers & colleagues, possess a customer first mindset and deliver our RED service standard
  • Passion for digital and social trends and innovation is preferred
  • Proficiency in spoken / writing skills in both English and Chinese
  • Proficiency in PC applications
  • Sound knowledge in consumer banking, brokerage, credit card products via call or social media platforms; as well as sound knowledge on respective mentioned area's operations and regulations.
  • Good understanding on call center systems, infrastructure and MIS reporting tools.
  • Registered RI under SFO compliance is preferably.
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
We regret only shortlisted candidates will be notified.

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