Customer Service Manager (Group CS Centre)

Bank of China (Hong Kong); Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Job summary

Bank of China (Hong Kong) is seeking an experienced Corporate Client Services professional to act as a dedicated contact point for high net worth corporate and FI clients. You will deliver tailor-made, end-to-end after-sales services, investigate needs, and drive internal teams to ensure best-in-class outcomes.

Role requires strong interpersonal, analytical, and numerical skills, plus proficiency in MS Office; Putonghua is an advantage.

Qualifications

• Degree holder or above required.
• Certified Six Sigma Green Belt or above preferred.
• Excellent interpersonal and communication abilities.
• Strong analytical and numerical skills.
• Proficiency in Microsoft Office; Excel Macro a plus.
• Fluent in Chinese and English; Putonghua is an advantage.

Responsibilities

• Serve as dedicated contact point for high net worth corporate and FI clients to deliver end-to-end after-sales services.
• Deliver tailor-made, one-stop services by following up on client needs, conducting case investigations and system testing.
• Advocate for clients to ensure internal departments deliver best-in-class services.
• Implement and refine banking services, design workflows, monitor and improve service quality.
• Conduct regular service calls/reviews to identify improvements and growth opportunities.
• Collaborate with product specialists and relationship managers for client visits and business analytics.

Skills

Interpersonal skills

Communication

Analytical skills

Numerical skills

MS Office

Education

Bachelor degree or above

Six Sigma Green Belt or higher

Tools

Excel Macro

Job description

• Serve as a dedicated customer contact point to deliver quality end to end after-sales services to the bank’s high net worth corporate and FI customers
• Deliver tailor-made and one-stop quality services by closely following up client’s needs, conducting case investigation and system testing
• Serve as a client advocate to drive internal departments to deliver the best in class services to clients
• Responsible for implementation and refinement of different professional banking services, formulation of workflows, continuous monitoring and enhancement of services quality and pledges
• Conduct regular services calls / service reviews with clients to promote efficiency, look for service improvements and seek for further business opportunities
• Work as a team with product specialist and relationship manager to conduct client visits and business analytics, review product and services mix in order to achieve revenue growth
• Ensure compliance of the Bank’s policies, related banking ordinances, and other statutory and regulatory requirements
  

Requirements:

• Degree holder or above, preferably with Certified Six Sigma Green Belt or above qualification
• At least 4 years of solid corporate client service / relationship management experience in banking industry in which 2 years of the above experience relate to cash management, remittance, corporate internet banking, account opening and maintenance
• Previous experience in management role or multi banking operations functions is an advantage
• Excellent interpersonal and communication skills
• Excellent analytical and numerical skills
• Proficiency in Microsoft Office; possessing knowledge of Excel Macro is an advantage
• Good command of both spoken and written Chinese and English. Putonghua is an advantage