Senior Quality Assurance Manager, Service Quality Job No.: 499461 Employment Type: Full time Departments: Personal Banking and Wealth Management Department Job Functions: Quality Assurance, Business Support Responsibilities: 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; 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 of relevant projects; 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. Requirements: University degree in Business Administration or relevant discipline7 years experience in banking or financial industry is preferred, 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. Back to Search Results
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