Senior Quality Assurance Manager, Service Quality

Job title: Senior Quality Assurance Manager, Service Quality

Company: Bank of China


Job description: Join Bank of China (Hong Kong)Be a dynamic member of our teamWe commit to excellence and professionalismWe value peopleWe offer challenging and rewarding careers that will further your personal development.For other vacancies, please visit our website at http://www.bochk.comJob No.: 499461
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Quality Assurance, Business SupportResponsibilities:

• Lead the identification and classification of initiatives into a structured customer experience and service excellence framework, including guidelines and standards;
• Foster customer-centric spirit by facilitating best practice sharing, devising and implementing Service Excellence project and training programme;
• Develop and drive strategies and plans to improve service levels and customer satisfaction;
• Responsible for monitoring and improving the quality of service, and; translate customer experience management strategy into effective programme or process enhancement to improve customer experience and service quality;
• To lead and drive recognition program, staff events, award presentations & team building activities to boost service quality & professionalism;
• Monitor the progress of work projects, conduct regular assessments, reviews and adjustments to work projects to ensure the smooth implementation and implementation of relevant projects;
• To work closely with department heads and line managers to identify improvement areas, design and develop strategic plan to improve service quality for frontline staff;
• Handle ad-hoc service / communication projects.

Requirements:

• University degree in Business Administration or relevant discipline
• 7 years experience in banking or financial industry is preferred, 3 years of which with focus in Customer Experience, or Service Quality
• Strong communication and presentation skills with good command of English and Chinese in both written and spoken (including Putonghua)
• Good project management skills
• Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
• Customer-centric and innovative;
• Proficiency in PC applications in MS Office and Chinese word-processing.

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidates. For details, please visit our website http://www.bochk.comTo apply: https://careers.pageuppeople.com/798/cw/en/job/499461/senior-quality-assurance-manager-service-quality=11232Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 24 months of receipt.

Expected salary:

Location: Hong Kong

Job date: Sat, 03 May 2025 07:44:13 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck