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Lead the identification and classification of initiatives into a structured customer experience and service excellence framework, including guidelines and standards;
Foster customer-centric spirit by facilitating best practice sharing, devising and implementing Service Excellence project and training programme;
Develop and drive strategies and plans to improve service levels and customer satisfaction;
Responsible for monitoring and improving the quality of service, and; translate customer experience management strategy into effective programme or process enhancement to improve customer experience and service quality;
To lead and drive recognition program, staff events, award presentations & team building activities to boost service quality & professionalism;
Monitor the progress of work projects, conduct regular assessments, reviews and adjustments to work projects to ensure the smooth implementation and implementation of relevant projects;
To work closely with department heads and line managers to identify improvement areas, design and develop strategic plan to improve service quality for frontline staff
Handle ad-hoc service / communication projects.
University degree in Business Administration or relevant discipline
Minimum 7 years experience in banking or financial industry, 3 years of which with focus in Customer Experience, or Service Quality
Strong communication and presentation skills with good command of English and Chinese in both written and spoken (including Putonghua)
Good project management skills
Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
Customer-centric and innovative;
Proficiency in PC applications in MS Office and Chinese word-processing.
Internal Number: 6268669
About Bank Of China (Hong Kong) Limited
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