Citibank

HK - GCB O&T - HK Citiphone Head

Citibank
Full Time
Lead (more than 10 years)
Bachelor
English

Job Description

HK - GCB O&T - HK Citiphone Head

Location: APAC-HKG-Hong Kong-Hong Kong

This is a senior leadership position to lead, transform and execute strategies to transform our service delivery model of our service centers to enhance client experience and satisfaction with Citibank’s services.

  • Drive for customer service excellence through various service enhancement and transformation initiatives in Hong Kong and Guangzhou service centers
  • Analyze data, design and execute strategies to improve Net Promoter Scores
  • Partner closely with Guangzhou call center to provide seamless services to Hong Kong customers
  • Deliver and continuously improve customer satisfaction and problem resolution effectiveness
  • Inspire team members to deliver best customer service and provide work environment to engage and develop staff
  • Proactively identify and mitigate operational risks arising out of the Citiphone platform and ensure full compliance with external and internal policies
  • Identify cross-sell and upsell productivity across various products
  • To continuously improve service offering and look for ways to reduce operating costs
  • Responsible for budget and cost management, drive for automation and digitalization

Qualifications

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