厦门招聘

Job Responsibility:
1. Frontline Experience:
Certification of coaches.
Improved productivity through better span of control and removal of non value adds.
Weekly call listening sessions
Minimum 30 wing-to-wing process improvements, that would enhance front-end and customer experience.
2. Reporting:
Timely update of information to SQ manager and line managers on the performance trend of agents
Based on call observation, provide appropriate feedback to the training team to review the training module
Provide feedback to line on process review observation and suggest ways for process improvements
3. Revenue & Productivity:
Monitor benchmarks and track performance of SQ officers
Closely track shift in percentage of people movement from U to A and from A to S, and from S to E
4. People
Team engagement through one-to-one discussions, Q12 impact planning and follow through action plans
Lead the team with a focus on the overall enhancement of customer experience.
Follow and adhere to Group timelines with respect to HR processes.
5. Compliance Risk And Money Laundering Prevention Requirements
Ensure in fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
Ensure continuous improvement in Productivity to the standards prescribed from time to time
Uphold the values of the group & company at all times
Ensure compliance with all applicable rules / regulations and company group policies

Job Requirement:
1. A graduate degree/diploma is essential
2. 3-5 years experience in a contact centre environment and at least 1 year experience in managing a team
3. Strong leadership and people management skills to direct a large team
4. Comprehensive call centre knowledge; candidates with international contact centre experience preferred
5. Excellent verbal and written communication skills
6. Familiarity of CRM solutions
7. Knowledge of banking business/financial services in country
8. Strong interpersonal skills, influencing and coaching skills
9. High analytical skills; Good problem solving and quick decision making skills
10. Ability to meet tight deadlines

渣打是一家领先的国际银行集团，业务网络遍及全球59个最有活力的市场，为来自144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品牌承诺-- “一心做好，始终如一（here for good）”中得到充分体现。

作为扎根中国历史最悠久的国际性银行之一，渣打从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化的国际银行。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。

2020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“一带一路”绿色投资原则***实践奖、沪上金融家、《财资》***人民币银行、《澎湃》年度外资银行、《华尔街见闻》年度卓越外资银行、《环球金融》全球***现金管理银行、债券通优秀做市商、《***财经》***品牌营销外资银行、《21世纪经济报道》年度数字化创新服务金融机构、《亚洲银行家》中国***数字化品牌项目、《经济观察报》年度卓越供应链金融创新银行，《上海证券报》年度财富管理品牌卓越奖、人民银行上海分行上海市年度金融业政务信息工作先进单位、上海市银行业同业公会***公关案例、《金融界》领航中国杰出公益慈善项目奖、“前程无忧”人力资源管理杰出奖等。