Branch Service Manager, CBG
1 week ago
工作內容:
(A)分行營運管理
1) 監督和監控分行的日常服務運轉。
2) 辦理日結、月算及結算作業。
3) 管理櫃台和現金運轉,通過對現金、貴重物品、金庫/ 鑰匙和密碼的有效監控和保管來實行分行整體保安控制。
4) 在職權範圍內核對、線上核准和准授權的操作/ 交易,為批准交易提供第二線覆核。
5) 在帳戶操作方面與大客戶保持聯絡。
6) 辨別不尋常或可疑的交易,並確保對不合格和不尋常/ 可疑的詐欺交易做出恰當處理。
7) 幫助員工解決日常運作問題和清理積壓事務。
8) 擔當分行業務經理的代理人。
9) 遇有任何可能違反內部或主管機關規定的風險或違規事件需立即呈報分行業務經理。
(B)客戶體驗和銷售管理
1) 達到在多個客戶滿意度調查/ 跟蹤計劃中(例如"神秘顧客"和"電話服務調查")的預設滿意度水平。
2) 按照銀行要求的標準,管理客戶服務人員的服務質量和效率及分行的環境。
3) 與大客戶保持良好的業務關係, 並對客戶的特殊要求做出快速的回應。
4) 對於客戶投訴按照銀行的投訴處理規程,及時解決客戶的書面和口頭投訴。將投訴上呈給適當的管理人員。
5) 監控客戶服務人員的交叉銷售和舉薦結果。
6) 在處理日常事務時,辨別潛在客戶及將其引薦給銷售人員,並在適當情況下向客戶交叉銷售銀行產品/ 服務。
(C)人才管理和開發
1) 分辨客戶服務人員的能力差距和缺點,推薦培訓發展計劃並追蹤培訓後改進情形。
2) 確保有效的資源規劃和部署(包括請假管理/培訓日程和代理安排)以實現最高生產效率,即櫃台充分就位以滿足客戶的來客量,並避免客戶久候。
3) 培訓發展和教導客戶服務員工,提高其能力、準確度、效率和合規性。
4) 督導客戶服務人員的日常工作表現並維持員工紀律。
5) 通過定期的會議與客戶服務人員進行明確和及時的溝通,及時地提供更新信息,對異常交易進行教導和提醒。
6) 在客戶服務人員中建立信任和士氣,提供激勵和支持以推動它們創造更好的績效,並公平地解決員工問題。
(D)稽核及合規監控
1) 確保整體營運符合標準,並採取適當步驟減少風險和防止損失。
2) 確保完全符合內部政策、標準、準則和規程及主管機關制定的規則和規定。
3) 通過領導、教育、內部查核和有效的改進和補救措施,提高和維持分行營運的控制和合規質量。
4) 若收到主管機關或任何外部機構書面或口頭形式的公文或通知須立即呈報予分行業務經理。
教育經歷
1.擁有專業學位,商務或財務相關專業優先考慮。
2.須符合主管機關相關證照或訓練的要求及規範。
3.可良好的運用國語及簡單英語。
4.熟悉主管機關對銀行業的規範。
工作經驗
至少擁有5年在個人銀行分行營運領域的相關工作經驗,在監管職級擁有2~3年經驗者優先考慮。
資格條件
1.產品及技術知識
• 了解銀行的產品及服務的知識
• 了解各種作業系統和技術工具及其操作流程對個人銀行業務具有何種影響。
• 遇有違規或風險事件需立即向管理階層反映。
2.監管知識
• 了解財務建議和銀行相關服務方面的規則和規定及趨勢和預期變化。
3.決斷能力和責任心
• 顯示出做出決策和採取行動的意願和能力,即使對結果不確定時按照高水平道德標準實現希望獲得的成果,對各種舉措承擔個人責任。
4.客戶期望管理
• 能夠通過協商真實的成果和可提供的服務來管理客戶,友善地對待異議。
5.證照要求
• 金融市場常識與職業道德測驗成績合格證明
• 信託管理人員
• 初階外匯人員專業能力證照或具備6個月以上相關外匯業務經歷
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