北京招聘

Phone Center Head

Business: GCG/CDPS Division: Operations & Technology Corporate Title: Vice President

Reporting to: Head of CDPS Guangzhou Location: Guangzhou, China


Key Responsibilities:
² Manages, motivates, and develops Team Supervisors/Unit Managers of Credit Card and Banking in both servicing and promotion, ensure cost effective and best-in-class customer services are provided, and targets are met;

² Manages resource supply and demand, include hiring, staffing and maintaining a diverse and effective workforce;

² Responsible for budget planning and policy formulation, drives Phone center FTE & expenses plan to ensure actual numbers are within the agreed goals;

² Engages with Centre Head, Country O&T, and Regional Phone center in strategic planning and implementation of programs, policies and procedures;

² Liaise and coordinate with the sending party for smooth implementation of functions migrated;

² Handles complex and variable issues with significant departmental impact;

² Responsible for training and development needs for Phone center;

² Evaluates performance and makes recommendations for pay increases, promotions, terminations, etc.

² Re-engineers and implements a robust control environment for effective BAU management;

² Leads & prepares for audit & regulatory reviews on Phone center, advises on risks, appropriateness of controls, improvement needs & best practices, oversight of corrective action for control/regulatory concerns.



Person Specification

Knowledge/Experience:

² The ideal candidate should have a minimum of 10+ years operations experience

² Customer communication experience (internal/external)

² Call center management back ground would be beneficial


Skills:

² Subject Matter Expert of credit card and banking products.

² Strong background in operations management

² Good knowledge of MS Office is essential.

² Innovation, creative thinking, quality and re-engineering tools knowledge are a plus.

² Strong leadership, change management, relationship & communication skills to face off to senior internal and external partners

² Consulting / Business Analyst / ability to leverage technology/ systems savvy

² Ability to effectively influence

² Proven analytical and problem solving skills

² Strong team player


Qualifications:

² Operations & banking knowledge would be beneficial

² Fluent in English & Mandarin (Cantonese will be an asset)

² Bachelors / Masters degree



Competencies

² Significant work experience (10+ years) within banking operations

² Training & people development expertise

² Financial & accounting experience

² Ability to work in a pressured environment and in meeting deadlines

² Administrative and organization skills with the ability to communicate to all levels of management.

² Attention to detail with a high degree of control and emphasis toward quality

² Understanding of operational risk corporate policies and products and processes

² Confident in ability to achieve objectives by working with and influencing others not under their direct control

² Ability to question the status quo

² Excellent time management and multitasking/ prioritization abilities

² Proactive in anticipating and pre-empting problems

² Keen analytical skills

² Team player, highly motivated

² Executive level written & verbal communication skills

² Self-disciplined , dedicated

www.randstad.cn