We are currently seeking a high calibre professional to join our team as a CCSS Senior Team Manager.
In this role you will need:
Lead, coach, motivate and develop a sizable team of agents in an inbound contact centre environment
Be responsible for the effectiveness of agents' performance in terms of quality, productivity, and fulfilled customer needs
Provide real time support to the team
Handle disputes and customer complaints or suspected fraud case when required
Deliver upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements
Understand Business Intelligence data and be able to translate into individual team performance plans
Plan and prioritise work appropriately considering importance, urgency, customer and business impact
Maintain the bank's internal control standards, implement and observe internal compliance policies and maintain awareness of operational risk and minimize the likelihood of it occurring
To be successful you will need:
University level education, preferably in finance, business or a related discipline
Solid experience in managing a team through coaching, mentoring, developing and motivating others
Strong customer service mindset and high commitment to service excellence
Sound knowledge of Retail Banking and Wealth Management financial products
Familiar with regulatory and compliance requirements in particular on insurance and investment products
Insurance and Investment license holders are preferred
Strong interpersonal, communication, problem solving, influencing and leadership skills
Proficient in written and spoken English and Chinese, Mandarin is an advantage
Proficient computing skills Willing to perform shift duties, including weekends and public holidays if required
The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement.
For details, please refer to (Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Asso...
Experience: Entry level
Connect with an insider to learn more about this role (team culture, interview focus, and how to stand out).
Requirements
Understand Business Intelligence data and be able to translate into individual team performance plans
Plan and prioritise work appropriately considering importance, urgency, customer and business impact
Maintain the Bank's internal control standards, implement and observe internal compliance policies and maintain awareness of operational risk and minimize the likelihood of it occurring
University level education, preferably in finance, business or a related discipline
Solid experience in managing a team through coaching, mentoring, developing and motivating others
Strong customer service mindset and high commitment to service excellence
Sound knowledge of Retail Banking and Wealth Management financial products
Familiar with regulatory and compliance requirements in particular on insurance and investment products
Insurance and Investment license holders are preferred
Strong interpersonal, communication, problem solving, influencing and leadership skills
Proficient in written and spoken English and Chinese, Mandarin is an advantage
Proficient computing skills Willing to perform shift duties, including weekends and public holidays if required
