Vice President – Head of Customer Experience, Financial Institution

  • HKD60-80K x 13 + bonus
  • Hong Kong
  • Permanent, Full time
  • Bo Le Associates Ltd
  • 20 Jun 17 2017-06-20

Our Client, one of Hong Kong’s leading financial institutions is looking for a Vice President (Customer Experience) to join their team in the MPF department. With more than HK$150Billion AUM and more than 1 million members, this department provides investment planning services, retirement planning services as well as investor education to customers. The Customer Experience Vice President will help the organization achieve strategic objectives by keeping abreast of customer service market trends, addressing customer issues and conducting cause analysis of these customer issues.

Key Responsibilities
• Keep abreast of customer service market trend, address customer issues and conduct root cause analysis
• Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
• Conduct service quality assessments to monitor internal service standard. Provide training / coaching sessions to ensure compliance with internal guidelines/ regulatory standard and achievement of service excellence
• Handle customer complaints / feedback and review internal workflows / procedures to identify service gaps. Recommend feasible / practical systems and service enhancement to meet / exceed customer expectations, thus, increase customer satisfaction, loyalty and advocacy

Requirements
• University graduate in business discipline
• Minimum 5 years of work experience in pension / financial industry
• Strong customer service experience, with at least 5 years of experience in a supervisory role
• Good understanding of MPF & ORSO is a must
• Strong initiative, positive thinking with excellent service mindset, innovative mind, problem-solving and interpersonal skills
• Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage
• Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
• Sophisticated service quality assurance, customer experience management and project management is an advantage
• Candidate with less experience will be considered as AVP, Customer Experience