Head of Contact Centre, Global Consumer Bank Hong Kong Head of Contact Centre, Global Consumer Bank Hong  …

Citi
in Hong Kong
Permanent, Full time
Last application, 28 Nov 21
Competitive
Citi
in Hong Kong
Permanent, Full time
Last application, 28 Nov 21
Competitive
Citi
Head of Contact Centre, Global Consumer Bank Hong Kong
Head of Citiphone would be responsible for actively driving digital transformation of the contact centre while continuing to ensure effective daily execution and service delivery of client requests across channels. A key component of this role would be to work with all functions across consumer bank to ensure frictionless client experience and effective complaint management. Key performance measureswould include contact rate, representative satisfaction, cross sell and complaint reduction.

Key Responsibilities:
Drive Operational Excellence :
  • Manage all communication channels of customer service within acceptable service levels and turnaround times. Also maintain the priority-servicing thresholds for premium customer segments.
  • Focus on driving key KPIs with respect to expense, productivity & sales revenue

Client Centricity & Excellence :
  • Drive an excellent customer experience through improving first contact resolution & representative satisfaction while driving significant reduction in complaints and defects
  • Identify opportunities for continuous process improvements as well as help design automated / self-service options for customer query and request reduction and / or faster resolution

Modernization & Innovation :
  • Drive digital adoption in country & support digital transformation partnering with necessary stakeholders and the regional team to identify & deploy new opportunities.
  • Play a pivotal role in working with all stakeholders across GCB to highlight areas of improvement, gain support & drive execution
  • Continuously identify & solve for customer pain points on the digital channels

People & Culture :
  • Upskill the workforce to create an elite team of consultants& coach middle level managers to develop into future leaders
  • Hire, train, deploy and monitor the best available talent in alignment with Workforce management recommendations as well as language and skill-set mix
  • Constructively evaluate team performance and make decisions about staffing, pay increases, promotions, terminations etc.
  • Create and maintain best-in-class voice interaction scripts and corresponding FAQs and training plan

Simplification & Risk Management Rigor:
  • Focus on high-risk process to identify risks and undertake actions to mitigate the same
  • Pursue simplification, customer fairness and accuracy of issue and resolution information

Qualifications/Education
  • Bachelor's degree
  • 10+ years of experience in financial services
  • Ability to lead motivate and influence others; negotiates and influences at senior levels
  • Strategic, critical, franchise thinker with a passion to transform the business
  • Expertise in strategy development with a demonstrated ability to drive the achievement of strategic and financial results
  • Strong sense of accountability, decisiveness and sound work ethic
  • Excellent organizational, project/program management skills with proven experience driving large, dynamic programs with a sense of urgency
  • Understanding of mobile/online/digital landscape, technology and capabilities
  • Strong written and verbal communications skills with the ability to interact effectively with people at all levels within the organization
  • Ability to influence, create support and buy-in across a wide range of stakeholders; creating a strong network of relationships among peers, internal partners, external constituencies, senior decision makers and stakeholders
  • Proven track record of innovation
  • Strong process orientation


Job Family Group:
Operations - Core
Job Family:
Operations Support
Time Type:
Full time
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