Customer Service Manager (Group CS Centre)

Bank of China (Hong Kong); Hong Kong; On-site; HKD 550,000 - 750,000; Full time

Job summary

Bank of China (Hong Kong) is seeking a seasoned corporate client service professional to act as a dedicated contact point for high net worth corporate and FI clients, delivering end-to-end after-sales services and bespoke solutions.

You will coordinate with product specialists and relationship managers, drive service quality, monitor workflows and ensure alignment with banking policies and regulations.

Qualifications

• Degree holder with strong banking client services experience.
• Experience in cash management, remittance, corporate internet banking, account opening and maintenance.
• Knowledge of compliance and regulatory requirements.
• Excellent interpersonal and analytical skills.
• Proficiency in English and Chinese; Putonghua is an advantage.

Responsibilities

• Serve as a dedicated customer contact point to deliver end-to-end after-sales services to high net worth corporate and FI clients.
• Deliver tailor-made and one-stop services by following up client needs, conducting investigations and system testing.
• Advocate for clients to drive internal departments to deliver best-in-class services.
• Implement and refine banking services, formulate workflows, monitor and improve service quality and pledges.
• Conduct regular service calls/reviews to promote efficiency and identify improvement and new business opportunities.
• Collaborate with product specialists and relationship managers to visit clients and conduct business analytics for revenue growth.
• Ensure compliance with the Bank's policies, ordinances and regulatory requirements.

Skills

Interpersonal skills

Analytical skills

Putonghua

Education

Bachelor's degree or above

Six Sigma Green Belt

Tools

Excel

Excel Macro

Microsoft Office

Job description

• Excellent interpersonal and communication skills
• Excellent analytical and numerical skills
• Putonghua is an advantage

Responsibilities:

• 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