AVP, E-Banking Client Service & Solutions

China CITIC Bank International Limited; Hong Kong; On-site; HKD 700,000 - 900,000; Full time

Job summary

China CITIC Bank International Limited is seeking an experienced professional to manage e-Banking product initiatives and provide high-level customer support across corporate channels. You will collaborate with Marketing, Operations, and Technology teams to ensure reliable delivery and compliance with local regulations.

The role emphasizes post-implementation support, problem investigation, and pre-sales assistance for corporate clients.

Qualifications

• Degree holder in Business Administration or related disciplines preferable.
• Minimum 5-8 years’ experience in e-channel product management or e-Banking customer service support roles.
• Experience in Channels Solution Delivery with sound technical knowledge is an advantage.
• Good knowledge of Corporate/Wholesale banking business, particularly Transaction Banking Channels products & services.
• Proven track records of customer service support on e-Banking channels or relevance.
• Understand the Bank’s policies, governance frameworks, procedures, practices, standards and applicable local and regional regulations to ensure quality, effective risk management and regulatory compliance.

Responsibilities

• Post implementation customer support for e-Banking services related customer enquiries, problems & support requests without leading to customer complaint & regulatory impact.
• e-Banking services related problem investigations, fixes & testing, ensure sufficient quality verification prior implementing to customers.
• Pre-sales enquiry support to Marketing Groups & Corporate Customers on e-Banking services.
• Play the checker role in processing customer requests and reviewing e-Banking services related operational monitoring & tracking reports.
• Understand, gather & analyze feedback from customers, market trend, competitive analysis, and propose service enhancement recommendations.
• Drive & collaborate with Operations and Technology teams to ensure availability & stability of e-Banking services are delivered to customer at the highest quality.
• Liaise with all support departments to ensure e-Banking services comply with local regulatory requirements, bank policies & procedures.
• Work closely with overseas branches to ensure offerings and processes align with Head Office & regulatory requirements.
• Manage end-to-end implementation of strategic e-Banking projects & initiatives within timeline & quality.
• Support Team Head in preparing statistical & MIS reports.

Skills

e-channel product

customer service

stakeholder mgmt

regulatory understanding

problem solving

communication

Education

Bachelor's degree in Business Administration

Tools

e-Banking platforms

Job description

China CITIC Bank International Limited is seeking an experienced professional to manage e-Banking product initiatives and provide high-level customer support across corporate channels. You will collaborate with Marketing, Operations, and Technology teams to ensure reliable delivery and compliance with local regulations.

The role emphasizes post-implementation support, problem investigation, and pre-sales assistance for corporate clients.