Manager to Senior Manger, Customer Service (Credit Card)
Job Description
Industrial and Commercial Bank of China (Asia) Limited (“ICBC (Asia)”) is the flagship of overseas business of Industrial and Commercial Bank of China Limited (“ICBC”) – currently the largest commercial bank in China, and it is one of the domestic systemically important banks (D-SIBs) in Hong Kong. Currently, ICBC (Asia) has 52 retail outlets (including 27 “Elite Club” Wealth Management Centres) in Hong Kong. It is engaged in commercial banking, investment banking and other financial services, including those of securities, insurance and funds, with a focus on commercial and retail banking as well as global market business. Chinese Mercantile Bank and ICBC Asset Management (Global) Company Limited, two wholly-owned subsidiaries of ICBC (Asia), specialize in Renminbi services in mainland China and ICBC’s global asset management business respectively.
Job Summary
- lead the team to operate the customer maintenance and profile
- handle customer inquiries, feedback and complaints
- provide solution to customer upon request
- oversee the call centre and provide guidance when problems are found
- prepare the operating rules and guidelines to call centre staff
- provide good services in delivering and addressing customer issues
- Act as the coordinator between outsourcing and department. Draft internal department communications
- Design and implement digital marketing initiatives to existing customers to maintain customer bas
- Stimulate card activation with promotion program to existing customers
- Work closely with various internal parties and external agencies to formulate campaign strategies
- Ensure processes comply with regulatory requirements and compliance standards
- Oversee various digital marketing campaigns and channels, including advertising performance tracking conversion and user behavior tracking
- Carry on ad hoc projects as required
Duties & Responsibilities
- Contribute to deliver good services and manage expectation to our customers
- Lead the team to complete the tasks or operation within the pre-set schedule and timeline
- Maintain a good customer base and service level to customers
- Develop, implement and evaluate existing procedure and process to enhance service standard to both internal and external customers
- Achieve business targets of card royalty and spending, card activation through credit cards related features, value propositions, promotions and projects
- Develop, implement and evaluate promotion programs, system enhancement and business plans for set goals and business performances
- Be an active team member, proactively engage internal and external stakeholders to ensure smooth program implementation, as well as to deliver efficient and accurate execution and uplift customer experience
- Manage team budget planning, payment and reconciliation
- Monitor program performance, report and evaluate program result
- Participate in formulation, coordination and implementation of new market strategies and programs to grow the profitability of credit cards Plan to cope with department growth
Requirements
- Bachelor’s degree or above, preferably major in Marketing, Business Admin or relevant disciplines
- MINIMUM 8 years working experience gained in relevant experience with customer services and marketing. Preferably with Banking experience is an advantage.
- Proficiency in spoken and written English and Chinese (Putonghua and Cantonese)
- Proficient in MS Office
- Self-motivated with good interpersonal and communication skills
Interested parties, please click “Apply Now” for application.
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