美金融公司招产品客户经理
科锐国际人力资源（北京）有限公司
- 公司规模：1000-5000人
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2013-09-18
- 工作地点：北京
- 招聘人数：若干
- 工作经验：五年以上
- 语言要求：英语熟练
- 职位月薪：15000-19999
- 职位类别：高级客户经理/客户经理 金融产品经理
职位描述
General Purpose:
The individual will be responsible for the coordination and delivery of service quality activities for
MasterCard programs at a Regional Delivery Centre and/or other vendor site within responsibility of
Cardholder Solutions.
This individual will access tools that provide guidance to internal and external customers to drive service
delivery performance, the recommendation of service model enhancements and product constructs
that advance the MasterCard Experience and Engagement model.
Major Responsibilities:
Overview
The Manager will be responsible for regional projects in support of global product initiatives and
customer experience improvement plans
Drive the analysis of customer data and develop business solutions
Provide project management for strategic and tactical initiatives
Collaborate with Program Delivery resources and Regional Delivery Centers Responsible for
maintaining and reviewing performance measurement results to drive improvements.
Support and drive the implementation of Service Models that ensure alignment of cardholder
experiences with MasterCard product strategies
Assist in deployment of an integrated Engagement model philosophy across various regional
touch points
Act as a Cardholder Experience subject matter advocate across the Cardholder solutions
business lines and proactively drives business process improvement to fulfill cardholder expectations
Key Responsibilities
Oversee the regional post-launch mystery shopping and other evaluation techniques to measure
Service Providers quality
----------------------- Page 2-----------------------
Oversee the regional Cardholder Satisfaction survey process world-wide to ensure Service
Provider adherence, conduct root cause analysis of results, and recommend strategic and tactical
improvement plans
Identify educational and training opportunities as result of measurement activities
Collaborate with other Service Experience and Delivery resources on a proactive service
recovery process
Provide project leadership for delivery of services
Collaborate with Regional teams to align global Cardholder Experience activities with Regional
Delivery quality initiatives
Monitor measure and report on the performance of CS product line in terms of quality and
customer experience. This includes product SLA definitions.
Support Account Management/Sales as well as Regional Management requests to review
customization of existing Products to support a specific request.
Reviews vendor performance and ensures quality delivery of products or services. Monitors
expenses against budget; assists with development of P&L for services provided by service providers
Complies with all regulatory procedures, information security requirements and contract
policies, within region.
Ensures the effective development and execution of project plans that are created in
collaboration with internal CS personnel, regional stakeholders, vendors and the issuers.
Drives process to ensure the appropriate review and sign-off of all project deliverables by
internal and external stakeholders.
Education
Experience/Knowledge:
Bachelor’s degree or equivalent experience required
7+ years total experience
3+ years experience Customer Service, Customer Experience and Brand management
Credit Card, Financial Services or Insurance industry experience preferred
----------------------- Page 3-----------------------
Experience in design of customer service programs across multiple channels highly preferred
Bilingual required (Chinese and English)
Experience with MS Project and Excel and PowerPoint.
Six sigma training and demonstrated project management experience
Functional Skills Required:
Strong relationship and communication skills are necessary to collaborate with regional
and vendor partner relationships, and product owners across MasterCard to drive results
Demonstrated general management skills and experience including vendor management,
technology development, and customer service management
Ability to work on projects and recommendations that are global in scale and while supporting
local needs
Reengineering experience is desirable given the need to continually improve the programs'
economics and quality
A passion for the customers with demonstrated experience with Voice of customer,
benchmarking and analysis
Excellent analytical skills are essential to analyze Cardholder Experience research data to
formulate improvement recommendations
Analyzes problems & develops recommended solutions
Effective collaboration and cross functional partnering
Project Management
The individual will be responsible for the coordination and delivery of service quality activities for
MasterCard programs at a Regional Delivery Centre and/or other vendor site within responsibility of
Cardholder Solutions.
This individual will access tools that provide guidance to internal and external customers to drive service
delivery performance, the recommendation of service model enhancements and product constructs
that advance the MasterCard Experience and Engagement model.
Major Responsibilities:
Overview
The Manager will be responsible for regional projects in support of global product initiatives and
customer experience improvement plans
Drive the analysis of customer data and develop business solutions
Provide project management for strategic and tactical initiatives
Collaborate with Program Delivery resources and Regional Delivery Centers Responsible for
maintaining and reviewing performance measurement results to drive improvements.
Support and drive the implementation of Service Models that ensure alignment of cardholder
experiences with MasterCard product strategies
Assist in deployment of an integrated Engagement model philosophy across various regional
touch points
Act as a Cardholder Experience subject matter advocate across the Cardholder solutions
business lines and proactively drives business process improvement to fulfill cardholder expectations
Key Responsibilities
Oversee the regional post-launch mystery shopping and other evaluation techniques to measure
Service Providers quality
----------------------- Page 2-----------------------
Oversee the regional Cardholder Satisfaction survey process world-wide to ensure Service
Provider adherence, conduct root cause analysis of results, and recommend strategic and tactical
improvement plans
Identify educational and training opportunities as result of measurement activities
Collaborate with other Service Experience and Delivery resources on a proactive service
recovery process
Provide project leadership for delivery of services
Collaborate with Regional teams to align global Cardholder Experience activities with Regional
Delivery quality initiatives
Monitor measure and report on the performance of CS product line in terms of quality and
customer experience. This includes product SLA definitions.
Support Account Management/Sales as well as Regional Management requests to review
customization of existing Products to support a specific request.
Reviews vendor performance and ensures quality delivery of products or services. Monitors
expenses against budget; assists with development of P&L for services provided by service providers
Complies with all regulatory procedures, information security requirements and contract
policies, within region.
Ensures the effective development and execution of project plans that are created in
collaboration with internal CS personnel, regional stakeholders, vendors and the issuers.
Drives process to ensure the appropriate review and sign-off of all project deliverables by
internal and external stakeholders.
Education
Experience/Knowledge:
Bachelor’s degree or equivalent experience required
7+ years total experience
3+ years experience Customer Service, Customer Experience and Brand management
Credit Card, Financial Services or Insurance industry experience preferred
----------------------- Page 3-----------------------
Experience in design of customer service programs across multiple channels highly preferred
Bilingual required (Chinese and English)
Experience with MS Project and Excel and PowerPoint.
Six sigma training and demonstrated project management experience
Functional Skills Required:
Strong relationship and communication skills are necessary to collaborate with regional
and vendor partner relationships, and product owners across MasterCard to drive results
Demonstrated general management skills and experience including vendor management,
technology development, and customer service management
Ability to work on projects and recommendations that are global in scale and while supporting
local needs
Reengineering experience is desirable given the need to continually improve the programs'
economics and quality
A passion for the customers with demonstrated experience with Voice of customer,
benchmarking and analysis
Excellent analytical skills are essential to analyze Cardholder Experience research data to
formulate improvement recommendations
Analyzes problems & develops recommended solutions
Effective collaboration and cross functional partnering
Project Management
公司介绍
作为亚洲领先的招聘整体解决方案提供商，科锐国际人力资源有限公司成立于1996年，目前在大中华地区拥有12个直属分公司及34个重点城市分支机构，超过900名专业招聘人员。科锐国际致力于在17个细分行业与领域中为客户提供最优质的服务，以满足客户在所有层次的招聘需求。科锐国际的客户80%来自世界知名集团，20%来自国内上市公司、快速成长性企业及非赢利组织。在过去的一年中，科锐国际成功为企业推荐的长期雇员及派遣雇员总数超过万人，中高级专业职位及管理职位超过4500个。