北京招聘

职位描述：

Position: Head of Customer Experience

Reponsibility:

• Customer Service Quality:
1. Streamline the process and lead the implementation of resolution to improve operation efficiency. Ensure all areas of risk are considered, the correct remedial action taken and processes changed where necessary
2. Conduct regular briefings to reinforce the learning points identified from customer feedback and ensure consistent staff practice is delivered when handling similar cases in future
3. Conduct regular workshop and training to enhance the customer service quality, maintain professional image, good working attitude, excellent sales and service delivery and manage customers' expectation
4. Provide guidance and support to business functions and ensure adequate resources are in place and those resources are skilled and qualified to carry out their roles
5. Monitor sales and service quality by conducting customer survey, mystery shopper program and customer forum
6. Conduct QA inspection and ensure internal and external regulatory guidelines are consistently applied. Ensure the operational integrity of the department and highlight any compliance breaches of procedural issues
7. Communicate with stakeholders at country level and ensure the service provided is aligned with Group directions and improve the Bank's Brand value
• Customer Complaint Management:
1. Deliver a coherent strategy to enhance customer experience.Provide guidance to branches and business functions to reduce the number of complaint and the recurrence of same nature of complaint
2. Provide regular professional MI report and the overview of trends of complaint nature to senior management for service enhancement directives and continuous improvement purpose
3. Provide regulatory reports to regulators upon request. By attending regulator meetings to acquire the update information and direction and ensure that the Bank is aligned with regulators' directions
4. Act as additional line of defence and monitor complaint handler quality and ensure customer complaint was properly handled. Oversee and review the effectiveness of the complaint handling processes to ensure the complaint cases in the Bank could be handled properly and efficiently by business functions without any breaches of regulation and to ensure the investigation is conducted completely, accurately and reliably
5. Act as additional line of defence and request business functions to revise its complaint handling and investigation result if it is against the procedure or the fact
6. Setup a Customer Complaint Summit for adhoc extreme serious complaint and act as emergency and crisis coordinator, aim to reduce the handling lead time and mitigate the potential risk of the Bank
7. Oversee and analyze the amount of compensation offered for customer complaints
8. Recommend actions on process and service improvements identified from complaints or grievance and recommend lessons learnt to business functions
9. Conduct independent complaint investigation and handling on adhoc extreme serious case which authorized by CEO
10. Oversee country level complaint categorization and reporting
11. Oversee and escalate the critical and sustained complaint to CEO and reduce the handling lead time and avoid potential risk. Recommend specialist inputs into specific cases including Legal, Compliance and Security & Fraud Risk departments, etc.
• Consumer Rights Protection:
1. Oversee and govern the effectiveness of operational processes and ensure the customer rights is protected
2. Regular review of Sales guideline and operational procedure and ensure it is aligned with the Bank policies and procedures as well as being compliant with respect to both local and external regulators, current legislations, compliance and departmental procedures
3. Oversee the sales process that customers are treated fairly and the recommended products that are suitable for their needs
4. Conduct customer survey, customer forum, engagement activities and include customer interest in developing new product/service and operation model
5. Provide customer protection right related MI report to regulators upon request
6. Provide training or workshop to customers in case of new launch of product and service
7. On site investigation and ensure customer data/information is protected and avoid the possibility of data leakage and maintain the Bank’s reputation and minimize the potential risk
8. Setup a service hotline and handle complaints/enquires escalated from PBOC/CBRC consumer right protection committee

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大華銀行集團於1992年1月在台灣成立辦事處，繼3年後1995年8月28日正式升級為分行。有鑒於台灣金融業的不斷國際化及自由化，我們在2001年4月2日也開始辦理國際境外金融（OBU）的業務。

大華銀行台北分行擁有一般正規銀行的執照，可提供客戶全方位的金融服務，我們不僅提供傳統的匯款與貿易服務，同時亦承做企業授信、商業融資、即期暨遠期外匯等財務金融交易。

大華銀行集團擁有卓越之國際聲譽，所以我們所針對的客戶是一般有跨國界金融服務需求的企業。

本行經多年來的努力，已成功建立了一群本地與國際的客戶。我們深信本行在與其他分支機構的合作下(尤其是大中華地區)，當能實現本集團之***使命：『發展成為亞洲太平洋區域的主要銀行，承諾為客戶提供優質產品與最完善的服務』。