HK - GCB O&T - HK Citiphone Head

Full Time
Lead (more than 10 years)

Job Description

HK - GCB O&T - HK Citiphone Head

Location: APAC-HKG-Hong Kong-Hong Kong

  • Exceed all Service Indicators as required by various businesses for Hong Kong and GSOC
  • Accountable for meeting basic standards on every call
  • Deliver and continuously improve customer satisfaction and problem resolution scores
  • Drive the revenue model at Citiphone by help driving x’sell and upsell productivity across various products
  • Identify and mitigate various risks arising out of the Citiphone platform
  • Responsible for Voice of Employee, Voice of Customer, succession planning and building bench strength
  • Budget and cost management for the unit including appropriate utilization of shrinkages
  • Accountable for analysis, design and execute strategies to transform Customer satisfaction and improve Net Promoter Scores
  • Create processes and procedures for training administration, measurement and performance evaluations
  • Actively engage with various units within Citiphone; to improvise on processes and customer experience
  • To continuously improve service offering and look for ways to reduce operating cost


  • University graduate with minimum 15 years’ solid experience in Customer Service industry, preferably with working experience in Financial Services
  • Need to be far sighted and forward looking; be able to implement changes faster to meet changing business requirements
  • Passion towards service
  • Strong analytical skills
  • Strong people management skills and ability to lead the team for results
  • Openness and willingness to change and flexibility in approach to meet demands of situation
  • Ability to excel in unstructured/undefined situations
  • Excellent presentation and communication skills

Technical Skills

  • Budgets
  • Cost Management
  • Costing
  • Customer Service
  • Microsoft Excel
  • Sales
  • Succession Planning
  • Team Management
  • Training