Senior Customer Experience Manager - Personal Banking

The Bank of East Asia, Limited; Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Job summary

The Bank of East Asia, Limited (BEA) invites applications for the role of Customer Experience Manager - Personal Banking in its Hong Kong branch. The incumbent will be the first point of contact for customers, ensuring a warm, caring service journey and directing clients to the appropriate departments to fulfill their needs.

Responsibilities include driving accurate transaction processing, maintaining high service standards, and updating staff on product and marketing information.

Qualifications

• Bachelor's degree or above preferred.
• 6 years banking experience with 2 years supervisory preferred.
• HKSI licensing (Papers 1,7 & 8) or equivalent; IIQE Papers 1-3; HKIB qualification an advantage.

Responsibilities

• Act as the first contact point of customers in a warm and caring manner to ensure their journey with BEA is highly satisfactory.
• Understand customers' needs and direct them to the right area of the branch to fulfill during visits.
• Evaluate customer preferences and identify opportunities to enhance customer relationship.
• Drive fast and accurate transaction processing to serve customers in accordance with standard procedures.
• Manage and enhance service quality in the branch.
• Keep the branch staff updated on latest product and marketing information.
• Mobilize the branch staff to cope with changes in traffic and service requirement.
• Address customers’ dissatisfaction and provide alternatives or solutions.
• Manage referral sales performance of the branch.

Skills

Banking experience

Supervisory experience

Customer service

Communication skills

Bilingual English/Chinese

Education

University degree preferred

Job description

The Bank of East Asia, Limited (BEA) invites applications for the role of Customer Experience Manager - Personal Banking in its Hong Kong branch. The incumbent will be the first point of contact for customers, ensuring a warm, caring service journey and directing clients to the appropriate departments to fulfill their needs.

Responsibilities include driving accurate transaction processing, maintaining high service standards, and updating staff on product and marketing information.