Senior Customer Services Manager (Training, Support & Campaign Management)
Job details
Reporting to Head of Direct Channels, you are responsible for leading and managing the team on training, support, and campaign management. Provide all-rounded training to customer services frontline to ensure efficient and quality services are delivered. Also, provide support to the Customer Services Team to smoothen the overall team’s operation. Furthermore, manage different campaign development for the Contact Centre to ensure effectiveness and ongoing operation enhancement. Main Responsibilities:
- Lead the team to design, refresh, and review training materials at regular intervals.
- Execute and deliver quality and effective training to different target participants (including but not limited to new joiners) that are aligned with Management objectives and Company’s KPI.
- Manage the team to support daily operations and coordinate with frontline on operation processing.
- Review current manual processes and support streamlined processes as appropriate. Optimize operation processes, policies, and workflow.
- Develop/review operation manuals, ensuring staff comply with internal guidelines, legal and regulatory requirements when delivering job duties.
- Lead and manage the team on different campaign development projects. Participate and contribute to projects and product development and system enhancement.
- Motivate staff to achieve management objectives, improve job satisfaction, and loyalty.
- University degree with a minimum of 10 years of customer services experience in retail banking/consumer products/digital services, or lower academic qualifications with substantial years of relevant experience.
- Experience in digital service and/or corporate client service is preferred.
- Strong leadership and people management skills.
- Good communication and interpersonal skills.
- Good command of written and spoken English and Chinese.
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