客户服务体验流程变革总监-商业银行
Posted on: 18/12/2024
Homebased / remote working
CNY 600K - 850K per year
Permanent
Financial Services
1.The roleholder is responsible for overseeing the end-to-end wholesale servicing process delivered by the team based in Guangzhou, ensuring a seamless and efficient experience for our wholesale banking clients. This role involves managing a large team, driving process improvements, and maintaining a strong risk management framework.
2.Collaborate with cross-functional teams to ensure seamless experiences for clients, across GPS, Wholesale Operations, MSS Operations and others（different BU）.
3.Collaborate closely with the Central Wholesale Servicing Team to measure, manage and improve the service proposition across supported business sectors. Ensure a strong focus on continuous improvement is followed to realise efficiencies and enhance the service proposition.
4.Contribute and lead on global programmes looking to drive consistency, standardisation and best-practices across the globe in order to deliver an exception and consistent servicing offering to our customers.
5.Spearhead delivery of Microsoft Dynamics, Co-Pilot and other AI-based solutions in order to support delivery of global Future-State Architecture.
6.Close partnership with the Business in order to shape and agree the service proposition which could include: MI management, agreement on SLA’s and interaction with client base. Responsible for ensuring team members understand the role and the requirements of the business, work to a set of consistent processes and deliver consistently according to the service agreements made with the business areas.
工作要求
1.Manage stakeholder relationships, ensuring excellent communication and collaboration.
2.Understand clients' business needs, objectives, and expectations to provide tailored solutions and services.
3.Proactively identify and address potential issues, ensuring client satisfaction and retention.
4.Manage stakeholder relationships, ensuring excellent communication and collaboration.
5.Develop and implement strategies to improve the efficiency and effectiveness of the Relationship Service Management function, leveraging data-driven insights and process improvement methodologies.
6.Assist in the development and implementation of process improvements to enhance efficiency and reduce operational risks.
7.Help to break down complex concepts and processes for the team, ensuring clear understanding and alignment with transformation initiatives.
8.Maintain a strong focus on risk management, ensuring all activities are conducted within the established risk framework.
2.Collaborate with cross-functional teams to ensure seamless experiences for clients, across GPS, Wholesale Operations, MSS Operations and others（different BU）.
3.Collaborate closely with the Central Wholesale Servicing Team to measure, manage and improve the service proposition across supported business sectors. Ensure a strong focus on continuous improvement is followed to realise efficiencies and enhance the service proposition.
4.Contribute and lead on global programmes looking to drive consistency, standardisation and best-practices across the globe in order to deliver an exception and consistent servicing offering to our customers.
5.Spearhead delivery of Microsoft Dynamics, Co-Pilot and other AI-based solutions in order to support delivery of global Future-State Architecture.
6.Close partnership with the Business in order to shape and agree the service proposition which could include: MI management, agreement on SLA’s and interaction with client base. Responsible for ensuring team members understand the role and the requirements of the business, work to a set of consistent processes and deliver consistently according to the service agreements made with the business areas.
工作要求
1.Manage stakeholder relationships, ensuring excellent communication and collaboration.
2.Understand clients' business needs, objectives, and expectations to provide tailored solutions and services.
3.Proactively identify and address potential issues, ensuring client satisfaction and retention.
4.Manage stakeholder relationships, ensuring excellent communication and collaboration.
5.Develop and implement strategies to improve the efficiency and effectiveness of the Relationship Service Management function, leveraging data-driven insights and process improvement methodologies.
6.Assist in the development and implementation of process improvements to enhance efficiency and reduce operational risks.
7.Help to break down complex concepts and processes for the team, ensuring clear understanding and alignment with transformation initiatives.
8.Maintain a strong focus on risk management, ensuring all activities are conducted within the established risk framework.