Assistant Vice President, Customer Centre - Credit Card, Technology & Operations

Full-time
Lead (more than 10 years)

Posted 

Technical Skills

  • Capacity Planning
  • Compliance
  • Performance Management
  • Process Reengineering
  • Sales
  • Talent Management
  • Team Management

Job Description

Assistant Vice President, Customer Centre - Credit Card, Technology & Operations

Location: Hong Kong

DBS. Living, Breathing Asia.


DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named “Asia’s Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for nine consecutive years from 2009 to 2017.


Responsibilities

  • To lead a team in Customer Centre focusing on inbound enquiries from various channels including email, Contact Us, chatbot, live chat etc,
  • Conduct outbound activities where necessary and handle applications, transactions and requests from customers and develop strategies align with the Bank’s visions r to achieve business goals
  • Oversee the daily running of the Customer Centre. which includes partnering with workforce planning to ensure effective resource & capacity planning to cope with the demand.
  • Develop & implement customer centre operation strategies, carrying out needs assessments, performance management, talent development and other operational assignments.
  • Ensure the team follow the operational procedure/workflow and comply with the required guidelines and measures of control and compliance, risk and local regulatory requirements.
  • Contributes ideas, lead and participate in developing new initiatives in expanding the sales, enhancing the system functionality, process re-engineering and quality improvement.
  • Handle special or complicated enquiries, transactions, complaints and requests of customers.
  • Conduct coaching & counselling session to team members on a regular and needed basis. 

Requirements

 

  • Minimum 10 years’ relevant experience in banking, credit card or call centre industry with at least 5 years in a managerial role.
  • Good understanding on call center systems, consumer banking / credit card products is preferred.
  • Registered RI under SFO compliance is preferable but not essential
  • Good people management, interpersonal and communication skills.
  • Proactive, positive, able to work independently & highly motivated
  • Strong analytical, decision making and problem-solving skills.
  • Able to work on evening time and flexible in terms of working hours to render the necessary support base on business needs
  • Candidate with less experience will be considered for Senior Associate/Associate
 

 
Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.


We regret only shortlisted candidates will be notified.

Employment TypeFull-time
Career LevelLead (more than 10 years)
Education LevelNon-specified
LanguageEnglish