Responsibilities:

• Follow the cases referred by the Contact Centre and the Quality Assurance Division
• Customer experience management – Improve customer experience for credit card process with various units by reference the comments from customers
• Regularly review and evaluate the service quality of the outsourcing companies to continuously improve the service
• Coordinate and communicate with outsourcing companies and relevant departments to review and optimize the processes
• Based on the compliance requirements from regulators and improving product effectiveness, co-work with Product Development Department and Contact Centre to optimize the workflow of Contact Centre
• Assist to formulate the team’s annual work plan and expenditure budget
• Manage the program budget in an effective manner and handle daily operation

Requirements:

• Bachelor Degree or above
• Minimum 5 years of relevant experience at assistant/managerial level, preferably with experience in credit card products and banking digitalization
• Familiar with credit card business operations and functions of different departments
• Proficient in spoken and written Chinese (including Mandarin) and English
• Strong communication and interpersonal skills
• Competent in MS Office applications, including Word, Excel, PowerPoint etc.