杭州招聘

岗位职责:

- Continually review and evolve collection processes from customer journey stand point, oversee and recommend strategies to improve the same.
- Deliver change initiatives identified internally or from external good practice to support these improvements
- Review, challenge and streamline existing policies and procedures to improve customer experience
- Understand customer psychology, provide analysis and derive action plans to drive customer satisfaction.
- Be the SME for primary Collections initiatives - Customer Engagement Model and Offer Management framework
- Implements and monitors improved governance, standardized process and procedures
- Able to understand the MI from existing reports and derive solutions to improve performance around the same.
- Create and provide information and training on initiatives and changes. This will include training but not limited to, initiatives in collections, customer engagement model, offers and treatment.
- Understands the importance of Customer Experience within the process and recommends coaching/training opportunities to Operations

任职资格:

- Graduate level education
- Able to analyze and read MI to derive observations and work on plan of actions accordingly
- Challenges all processes that impact our customers receiving the best possible experience
- Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements
- Leads the development of new solutions to meet customer’s changing expectations
- Works or has worked in a customer management role with proven success
- Works or has worked in specialized teams with an experience on the key activities description

Skills and Behavior:
- Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners
- Considered a ‘go to’ person, recognized as a role model internally and externally
- Credible across service areas, creates positive working environments, manages conflict
- Demonstrates high personal standards, able to identify positive behaviors in others
- Demonstrates consistent excellence in standards, behaviors, knowledge and skills
- Develops knowledge and skills of others to deliver objectives
- Experienced in influencing people, including people senior to their role
- Experienced in training, coaching and developing others
- Innovative and creative, challenges accepted beliefs
- Motivated to participate in development opportunities that increase capability and performance
- Self - aware, positive interpersonal skills yet determined. Bounces back after setbacks
- Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organization

汇丰环球营运中心 - 中国

汇丰集团
汇丰控股有限公司是汇丰集团的母公司，总部设于伦敦。集团业务遍布欧洲、亚洲、北美洲和拉丁美洲，以及中东和北非65个国家及地区，为全球客户服务。于2019年6月30日，汇丰的资产达27,510亿美元，是全球规模***的银行和金融服务机构之一。
香港上海汇丰银行有限公司是汇丰集团的创始成员，透过旗下四大环球业务，包括零售银行及财富管理、工商金融、环球银行及资本市场，以及环球私人银行，为全球客户服务。

汇丰环球营运中心中国
汇丰环球营运中心中国成立于1996年，是汇丰集团在全球设立的***环球营运中心，总体规模名列汇丰21个环球营运中心的全球第二位。
汇丰环球营运中心中国在广州和佛山拥有三个环球营运中心，分别位于广州汇丰大厦、广州太古汇办公大楼以及位于广东省金融高新区的汇丰银行大厦，由汇丰环球客户服务(广东)有限公司统一管理，共同为汇丰集团世界各地的分支机构提供营运支援服务。
汇丰环球客户服务(广东)有限公司为汇丰集团在中国香港、英国、美国、加拿大、日本、中国大陆、新加坡和中国澳门的分支机构提供多种语言的优质服务，包括广东话、普通话、英语、日语、韩语和泰语。
我们非常重视日常工作的质量，例如为客户处理各种申请以及付款交易，这将为客户带来不一样的体验，并最终帮助业务增长。我们正在改革提供服务的方式，以反映客户期望的理财途径，即电子化程度更高、能即时实现以及移动设备优先。我们拥有一支年轻、多元化且充满抱负的员工队伍，因此我们努力提供良好的工作环境，务求让人人都产生归属感并能发挥自身潜力。
由于业务发展迅速，自22年前公司创立以来，员工人数也从最初60名员工的团队发展成今天超过11,000名金融服务人员的专业团队，为汇丰集团世界各地的分支机构提供如下服务：

1.数据分析
2.综合银行部
3.银行卡及无抵押贷款服务
4.催收
5.合规及合法服务
6.客户中心 –销售与服务
7.客户尽职调查
8.工商客户信用服务
9.信贷分析部
10.环球银行及资本市场营运服务
11.印务及电子出版
12.汇丰证券服务部
13.人力资源营运
14.保险服务
15.按揭服务
16.付款及汇丰财资网服
17.私人银行财富解决方案
18.零售信贷服务
19.担保和欺诈风险
20.供应服务
21.贸易及供应链服务
22.财富管理运营