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

Interested parties please send your resume in word format with current & expected salary and notice period to san@hkjobc.com. For details, please feel free to contact San at 9854 0770.