Senior Manager (Team Head), Call Centre (Banking)

Hong Kong Job Consulting; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Hong Kong Job Consulting is recruiting for a Senior Manager (Team Head), Call Centre (Banking) to assist the Head of Call Centre in formulating policies and monitoring daily operations. You will lead and develop a high-calibre team to deliver premium customer service in a banking environment.

The role requires a business degree, professional qualifications such as IIQE and HKSI, and 8–10 years of customer service experience in banking, with at least 5 years in call centre operations.

Qualifications

• Degree holder in Business related disciplines or relevant equivalent experience.
• IIQE and HKSI is a must; CFP or CFA will be an advantage.
• Around 8-10 years of customer service experience in banking/financial institutions, with at least 5 years in call centre operation.
• Solid organizational, management, administrative skills with leadership and teamwork.
• Strong planning, organization, leadership and change management capabilities.
• Proficient in both spoken and written English and Chinese; Putonghua preferable.

Responsibilities

• Assist the Head of Call Centre to formulate management policies, operating strategies, operating costs etc., to improve services efficiency and expand the scope of business
• To monitor the daily operation and team building of the centre, guide, supervise and evaluate the performance of each team member
• Carry out internal management, business training, cultivate excellent service teams, establish good internal communication channels, set up reasonable incentive mechanisms.
• Identify and establish metrics, benchmarks and key performance indicators (KPIs) system

Skills

Team leadership

Change management

Planning

Customer service

Education

Degree in Business or related field

Job description

Senior Manager (Team Head), Call Centre (Banking)

Job Openings Senior Manager (Team Head), Call Centre (Banking)

About the job Senior Manager (Team Head), Call Centre (Banking)

A fast-growing China-based Bank is looking for a high-calibre Team Head to assist the Head of Call Centre to formulate policy and monitor the daily operation of Call Centre.

Responsibilities:

• Assist the Head of Call Centre to formulate management policies, operating strategies, operating costs etc., to improve services efficiency and expand the scope of business
• To monitor the daily operation and team building of the centre, guide, supervise and evaluate the performance of each team member
• Carry out internal management, business training, cultivate excellent service teams, establish good internal communication channels, set up reasonable incentive mechanisms.
• Identify and establish metrics, benchmarks and key performance indicators (KPIs) system

Requirements:

• Degree holder in Business related disciplines or relevant equivalent experience
• Holder of IIQE and HKSI is a must, professional qualification with CFP or CFA will be an advantage
• Around 8 - 10 years of customer service experience in banking / financial institution, with at least 5 years in call centre operation
• Solid organizational, management, administrative skills in a style which exhibits maturity, leadership and sensitivity and teamwork
• Demonstrated strong planning, organization, leadership and change management capabilities
• Proficient in both spoken and written English and Chinese, fluent in Putonghua is preferable