Manager, Service and Localized Marketing - Retail Banking
- Hong Kong Hong Kong Hong Kong HK
- Permanent, Full time
- Standard Chartered Bank Hong Kong
- 22 Jul 18 2018-07-22
Please refer to detailed JD
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
To be able to facilitate DN all frontline job groups, as well as on branch level to achieve high standard of service delivery, and constantly nurture a high service culture at branches :
A. DN Service MI Analysis
Basing on various sources of client feedback MI or CE service data, to help monitor, spot trends and deduce insightful commentary of current service behaviour of DN frontline staff. Taking lead to identify customer pain points to reduce 'tragic'
B. Awareness and continuous education -
Issue rules and guidelines on customer-focused behaviour
Basing on strength and weakness of various service aspects, implement relevant service highlights & league tables, to highlight good Vs. 'below standard' performing branches & job groups, all with the aim to enable BM & SBSM to grasp their respective branch service performance
C. Drive ad hoc special projects, and or recognition programs to elevate awareness and rectifications of non-commendable service performance
D. Assist to help DN to develop branch League ranking, both internally and externally, and engage branch staff service level in all dimensions and aspects. And ultimately help RB to achieve recognition of external highly acclaimed Service Awards
Our Ideal Candidate
A. Proficient in Microsoft Excel, e.g. using formulae (e.g. vlookup, sumif, etc.), pivot table, graph plotting, etc.
B. Possess good analytical and powerpoint skills
C. University Degree
D. Proficient in English and Chinese, Putonghua is a PLUS
E. Solid years of relevant experience in analytical work in a banking industry
Apply now to join the Bank for those with big career ambitions.