成都招聘

职位描述：
Role Purpose:

This role will also take the lead on handling more difficult customer situations and assisting staff by ensuring all customer queries are dealt in a prompt and friendly manner.

This role is responsible for the delivery of service excellence for all client queries received by phone, email withinthe call centre. The incumbent will interact with both internal and external customers and responsibilities will include coaching junior team members, enhancing client service levels for the business.

Accountabilities:

Financial:
- Assist Team manager in monitoring Client Service Team performance.

Customer:
-Ability to answer client enquiries on the phone or via email relative to products, procedures and refer to
appropriate area for action.
- Provide friendly and responsive customer service to both internal and external customers by using excellent
client service skills.
- Keeping the client, ANZ staff and line manager up to date with the progress of any escalated enquiries.
- Demonstrate ANZ service standards in all customer interactions.
- Handle customer escalations/ re-opened queries

Process:
- Assist in monitoring and ensure all the queries are handled promptly within SLA by the team.
- Reviewing processes and recommending changes to bring about improvements.
- Provide performance analysis of client service to appropriate stakeholders.
- Identify and implement initiatives to improve performance
- Assist team members to gain a better understanding of product/ process/ related to resolution of customer queries
- Perform Operational reporting activities for client service

People:
- Assist team manager in driving a culture of outperformance across the business
- Coach and develop identified staff to build competent skill set
- Build collaborative, strategic relationships with colleagues and key stakeholders to enable objectives to be
achieved and change is well led and communicated.

Risk/compliance/behaviours:
- Full understanding of the compliance standards and conform to the regulatory and ANZ policy and procedural
requirements
- Ensure team’s activities and conduct meet the local and Group Operating Risk Procedures and compliance guideline.
- Ensure all service requests are strictly within company policy.

Skill, knowledge & experience

- Excellent English oral and written communication skills. Tri-Lingual (Cantonese, Mandarin and English) capability is preferred.
- Demonstrated experience and success in identifying and implementing constructive change to increase productivity,reduce cost and improve service.
- Advanced understanding of telephony usage to support officers
- Financial service experience is a plus 举报 分享

公司简介
ANZ Introduction
ANZ (Australia and New Zealand Banking Group Limited) has a proud heritage of more than 180 years. We operate in 34 markets across Australia, New Zealand, Asia, Pacific, America and the Middle East.
澳大利亚和新西兰银行集团有限公司（以下简称“澳新银行”）拥有超过180年的傲人历史。我们在全球34个国家和地区开展业务，包括澳大利亚，新西兰，亚太，美国和中东。

ANZ is among the top 4 banks in Australia, the largest banking group in New Zealand with market capitalisation of $93.4b and total assets of $896.5b as at 31 March 2017. ANZ headquarters is located in Melbourne Australia and our 46,000 staff serve retail, commercial and institutional customers through consumer and corporate offerings in our core markets, and regional trade and capital flows across the region.
澳新银行是澳洲四大银行之一，是新西兰***的银行。其市场总值为9亿3千4百万澳币，总资产额达到了89亿6千5百万澳币（数据截至2017年3月31日）。澳新银行新总部设立在澳大利亚墨尔本。我们为全球大概的客户提供零售个人业务以及多种银行和金融产品及服务，并在全球拥有大约46,000的员工。

ANZ has been in China since 1986 and has opened several branches in Shanghai, Beijing, Guangzhou, Chongqing, Hangzhou, Chengdu and Qingdao. In 2010, the Australia and New Zealand Bank (China) Company Limited (ANZ China) was established, making ANZ the first Australian bank to be locally incorporated in China.
从1986年澳新银行进入中国，目前已在上海，北京，广州，重庆，杭州，成都和青岛设立了分行。2010年，澳大利亚和新西兰银行（中国）有限公司（以下简称“澳新中国”）在中国成立，成为首家澳洲银行在中国本地注册成立的银行。

Opened in February 2011, the Chengdu service centre is the first and only foreign bank to establish an operations centre in Chengdu. The Chengdu service centre forms part of ANZ’s integrated delivery network along with service centres in India and the Philippines which help to deliver ANZ’s strategic priorities.
澳新银行成都营运中心成立于2011年2月，是成都***家也是***一家外资银行营运中心。澳新银行成都营运中心和在印度和菲律宾的营运中心一起共同支持澳新银行的发展战略。

The Chengdu service centre currently has around 700 employees and manages a range of complex functions covering Operations, Reporting & Analytics and Technology which support the many difference businesses and geographies across the ANZ network.
澳新银行成都营运中心目前有大约700名员工。营运中心负责的业务包括运营，数据分析和信息技术，支持不同地区的业务。

This is an opportunity to undertake a role offering exceptional opportunities for professional development with a broad range of career paths. It’s a place where the determined can succeed, the willing can grow and together, we can prosper.
澳新银行成都营运中心为每一位员工提供了广泛职业发展的卓越机会。我们相信这里是一个能够让有志者成功的地方，是一个可以共同发展成长的地方。

We connect you to our world of opportunity.
我们与机会紧紧相连。

We’re committed to giving you every opportunity to learn and grow by creating a thriving and inclusive workplace.
我们承诺通过创造一个蓬勃发展和包容性的工作场所，为您提供一切学习和成长的机会。