Senior Officer, E-Customer Care Support

Job Responsibilities: 

• The contact point for back office issues relating to Internet Banking/Mobile Banking/Master Card/E-Wallet with customer and third parties.
• Oversee e-Channel business services/products policy like procedure, business process and workflow instruction and e-Chanel solution process.
• Supervise implementation of e-Channel business services/products innovation with high effectiveness.
• Oversee and administer the Reconciliation and Dispute Officer and the Fraud Resolution Officer at the back office in collaboration with all in internal and external relevant departments to close cases within bank SLA agreed with business partners.
• Ensure e-Channel business products/services meet specific requirement between Customers /Merchants/Agents and bank’s policy and procedure.
• Provide training and support knowledge to frontline/back office staffs on e-Channel business related activities (existing/new e-banking product).
• Support e-business requirement checklist and implement new digital business product with internal departments (Operation/Finance/IT Team) and third parties (Corporate Companies).
• Create an inspiring e-Channel business support team environment with high effective communication & working with Relevant Departments/third parties.
• Delegate tasks from line mangers and set deadlines for e-Channel business support team and provide report to line manager on a timely manner, introduce SLA with internal service providers.
• Developer recognition program to award high e-banking products/services acquisition performer, set KPI and PDP.

• Any other related tasks may assign from supervisor or line managers from time to time.

Job Requirements:

• At least 3 years working experiences in the related field
• Bachelor degree in law and economic or business sector
• Abilities to manage team members resource to complete deadline/SLA
• Excellent communication and leadership skills
• Process sound problem solving skills/ quick decision-making skills with high flexibility
• Ability to manage tasks at the same time
• Ability to identify issues and provide digital resolution

• Require languages: English, another language will be a plus.