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Assistant Manager, Customer Services (SME)

Dah Sing Financial Group Hong Kong
Posted 2 days ago Permanent Competitive

Assists SME Customer Services Manager to supervise SME Customer Service Team that provide all-round services & support to Dah Sing Bank SME Business Banking customer, including business acquisition, after-sales enquiry, account enquiry, campaign enquiry, performing transactions & digital channels support, for local and cross-border SME Customer. Supervises and evaluates activities to generate new business revenue and achieve objectives set by Management.  

Main Responsibilities:  

  • Manage the team to provide all-round quality service for SME customer through all channels, including but not limited to phone banking, email, video conferencing or other kind of social media. 
  • Manage the team to provide support to acquire SME customer, perform transactions, eBanking/ Mobile Banking ID maintenances, insurance or investment transactions for SME customer. 
  • Support Customer Services Manager to supervise the team to ensure high quality services are delivered and complaints are solved skillfully and effectively.
  • Assist Customer Services Manager to monitor the job efficiency, objective achievement and manpower planning.
  • Regular review on working procedures to ensure high level of achievement and output are maintained.
  • Train and motivate staff to achieve KPI and handle job independently and effectively.
  • Give guidance to CSR/CSO on dealing with non-routine customer requests.
  • Review staff performance regularly and conduct coaching or counseling whenever required.
  • Provide support to marketing programs, review and comment on all customer communication materials; reflect customers’ needs and suggestions for service enhancement.
  • Reflect customers’ comments and suggestions for service enhancement.
  • Ensure staff complies to internal guidelines, legal and regulatory requirement when delivering job duties.
  • Participate and contribute to various projects for on-going operations and system enhancements.

Incumbent Requirements:

  • University degree with minimum 3 years’ customer service experience in SME / retail banking/ consumer products, or lower academic qualifications with substantial years of relevant experience.
  • Experience in SME Customer Service and/or corporate client service is preferred.
  • Insurance and / or investment license preferred; and possession of related regulatory qualifications and competencies are required. 
  • Good leadership and people management skills.
  • Good sales & service management skills. 
  • Good communication and interpersonal skills.
  • Good command of written and spoken English, Cantonese & Mandarin.

 

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