杭州招聘

To ensure continuous improvement on the operations and call quality through:

• Call Monitoring
• Provide Coaching
• Necessary Training
• Quality Assurance

Strategy and Policy:

• Deliver classroom training and provide refresh training for new join collectors & existing collectors to fulfil their learning needs & improve the call quality.
• Ensure the completeness and accuracy of all the training materials of the responsible training programmes, always maintain the materials up-to-date.
• Assist Manager to in identifying training needs and design and develop the training solutions that satisfy the needs.
• Lead the team to prepare, maintain and execute collection policies and procedures
• Perform call monitoring regularly to track staff performance and collect customer voice to identify performance improvement opportunities so as to improve call quality and follow up with a coaching session. (i.e instant noodle)
• Process call calibration with collectors by timely to share the calls & provide coaching to conduct call quality improvement.
• Perform Conduct Huddle in weekly basis to ensure staffs to align with bank standard.
• Recommend necessary training / skill set enhancement in substantiating skill competence of CCC Collection among HK & CN.
• Liaise with HK CE team/ HK collection support team for CCC related complaint handling including investigation and feedback on behalf of CCC HK Collection.

• Cascade code of conduct, compliance and money laundering related information to staff
• Comply with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious customer activities, and should report any suspicious activities to the respective Unit Money Laundering Prevention Officer and line manager as well as directly to the Country MLPO in urgent or exceptional circumstances
• To ensure all the operational and service issues are properly managed
• Ensure all Regulatory, Group Policies are adhered to in the branch and proper risk controls are in place.

Tools and technology

• Assist on making optimal use of all collection tools and using analytical and data segmentation to enhance collection efficiency.
• Make a deep analysis on poor performance TCO, find out the reason and create the resolution for collectors on time

• Good knowledge in all functions of Unsecured/Secured portfolio operations.
• Thorough understanding of SCB credit, control policies, procedures and DOI.
• Good knowledge in Collection Cycle and Bank's operational process &systems
• Good analytical & negotiating skills
• Good leadership and supervisory skills
• Good standard in spoken and written English
• Experience and understanding of use computer systems, especially P/C, Word for Windows and E-mail

• With Retail Collection experience, including sight visit experience.
• Strong analytical and problem-solving capability, i.e. able to use both quantities and qualities tools for problem solving and decision making
• Knowledge of Collection operation model and Collection & Recovery strategy design.
• Understanding of consumer credit cycle and key drivers of secure and unsecured products.
• Understanding of consumer business strategy & key product characteristics.
• Good communication skills and interpersonal skills, able to communicate effectively to all levels.

渣打是一家领先的国际银行集团，业务网络遍及全球60个最有活力的市场，为来自145个市场的客户提供服务。渣打网络与“一带一路”沿线市场的重合度超过75%。渣打的使命是利用其独特的多样性促进商业繁荣和增进人类福祉。渣打的文化传承和企业价值都在其品牌承诺 “一心做好，始终如一（Here for good）”中得到充分体现。

渣打集团有限公司在伦敦及香港的交易所上市。

作为扎根中国历史最悠久的国际性银行之一，渣打银行从1858年在上海设立***分行开始，在华业务从未间断。2007年4月，渣打银行（中国）有限公司成为第一批本地法人银行之一。目前，渣打中国的营业网点已覆盖近30个沿海和内陆城市，充分显示了渣打对中国市场的长远承诺。

2019年，渣打银行赢得来自政府、行业机构和媒体颁发的多个奖项和荣誉，包括上海市人民政府上海金融创新奖、上海自贸试验区制度创新十大经典样板企业、《环球金融》***可持续金融银行、《***财经》***绿色金融机构、《21世纪经济报道》卓越金融服务机构、《澎湃》年度外资银行、《经济观察报》卓越外资银行、《财资》***人民币银行和***金融科技合作伙伴奖、《***财经》年度“一带一路”金融服务机构、《环球金融》“一带一路”***外资银行、《财新》***全球离岸人民币债券市场承销商、《贸易金融》***贸易金融外资银行、《亚洲银行家》中国***小微金融产品大奖、《界面》年度消费服务银行和年度财富管理服务奖、《上海证券报》年度财富管理品牌卓越奖、前程无忧人力资源管理杰出奖、中国银行业协会***公益扶贫实践奖等。