Head of Branch Customer Experience

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The Head of Branch Customer Experiences will take lead on branch customer services and experiences including branch services quality ensuring the excellence services provided to the customers through outstanding products and services knowledges of the employees with high quality results to meet Bank’s expectation.

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DUTY &RESPONSIBILITY

• Work closely with branch managers and concerning departments to achieve service quality objectives by contributing customer experience information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing branch productivity, quality, and customer experience standards, resolving problems, identifying customer experience trends, determining products, services, and system improvements, and implementing changes.
• Ensure all branches effectively manage and reduce waiting services for customers.
• Ensure all branch networks communicate courteously with customers by telephone, email, business letter, face-to-face, and other communication methods.
• Develop up-to-date customer experience procedures, policies,, and standards, and related guidelines.
• Determine customer experience requirements by maintaining contact with customers, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices, and and analyzing information and applications, and report at branches and related departments and come up with a new proposal in driving the excellence of customer satisfaction and experiences.
• Improve service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
• Achieve referral targets by pro-actively probing for customer needs and actively referring sales opportunities to the Branches.
• Set challenging referral targets for branches with the superior and come up with strategies to achieve these targets.
• Keep oneself and branches up-to-date with banks’ product ranges to maintain superior product knowledge.
• Works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
• Collect feedback and reviews from time to time to identify and understand the gaps between expected service and perceived service.
• Ensure all branches provide superior customer services and experiences to our valuable customers.
• Ensure all branches provide outstanding and consistent advice and services that will make our customers come back (customer retention) by using the recommended five service manners at all times.
• Pro-actively and work closely with branch networks and concerning department to identify and address areas of customer dissatisfaction, following up and resolving any customer complaints within the discretion or refer appropriately. Accept customer complaints as an opportunity to learn, take responsibility for their resolution, and propose new mechanisms to enhance the services and quality.
• Build and lead all branches in which every member is proud to be part of the Bank, passionate about customers and eager to make the Bank succeed.
• Provide leadership and direction to the branches and empower them to achieve their best capability by developing and maintaining an open, honest, and satisfying team environment.
• Take time to coach identified poor-performing branches of customer services and experiences. Give honest and direct feedback on what is going well and where improvement is possible. Schedule and implement development and training plans for identified branches.
• Work closely with cross-functional teams, including Marketing, Sales, Product Development, and Customer Service, to identify opportunities to enhance the customer experience.
• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf.
• Build a strong relationship with branch managers and heads of departments in the head office.
• Ensure sharing of “best practices” ideas to share with the branches what works best in meeting our customers’ needs and exceeding their expectations.
• Focused on how we can facilitate an excellent high-end customer experience by analyzing opportunities and friction points, challenging the norms, and driving the changes cross-functionally required to create thoughtful, enlightening experiences for every customer.
• Provide regular refresher training courses on customer service excellence.
• Perform other duties assigned by management.

?QUALIFICATION

• Master’s degree in business management or related fields.
• At least 5 years of experience in customer services related to queries/compliant handling and system/process enhancement.
• Solid knowledge and skill set in banking products and services.
• Highly competent in communication, interpersonal, and influencing the people.
• Good initiative and strong agile project management skills.
• High level of customer service orientation and branch networking management.
• Good analytical sense of problem-solving and decision-making.
• Very good written and spoken English; Chinese is a plus.