Manager to Senior Manger, Customer Service (Credit Card)

Industrial and Commercial Bank of China (Asia) Limited (“ICBC (Asia)”) is the flagship of overseas business of Industrial and Commercial Bank of China Limited (“ICBC”) – currently the largest commercial bank in China, and it is one of the domestic systemically important banks (D-SIBs) in Hong Kong. Currently, ICBC (Asia) has 52 retail outlets (including 27 “Elite Club” Wealth Management Centres) in Hong Kong. It is engaged in commercial banking, investment banking and other financial services, including those of securities, insurance and funds, with a focus on commercial and retail banking as well as global market business.

Chinese Mercantile Bank and ICBC Asset Management (Global) Company Limited, two wholly-owned subsidiaries of ICBC (Asia), specialize in Renminbi services in mainland China and ICBC’s global asset management business respectively. Job Summarylead the team to operate the customer maintenance and profilehandle customer inquiries, feedback and complaintsprovide solution to customer upon requestoversee the call centre and provide guidance when problems are foundprepare the operating rules and guidelines to call centre staffprovide good services in delivering and addressing customer issuesAct as the coordinator between outsourcing and department.

Draft internal department communicationsDesign and implement digital marketing initiatives to existing customers to maintain customer basStimulate card activation with promotion program to existing customersWork closely with various internal parties and external agencies to formulate campaign strategiesEnsure processes comply with regulatory requirements and compliance standardsOversee various digital marketing campaigns and channels, including advertising performance tracking conversion and user behavior trackingCarry on ad hoc projects as requiredDuties & ResponsibilitiesContribute to deliver good services and manage expectation to our customersLead the team to complete the tasks or operation within the pre-set schedule and timelineMaintain a good customer base and service level to customersDevelop, implement and evaluate existing procedure and process to enhance service standard to both internal and external customersAchieve business targets of card royalty and spending, card activation through credit cards related features, value propositions, promotions and projectsDevelop, implement and evaluate promotion programs, system enhancement and business plans for set goals and business performancesBe an active team member, proactively engage internal and external stakeholders to ensure smooth program implementation, as well as to deliver efficient and accurate execution and uplift customer experienceManage team budget planning, payment and reconciliationMonitor program performance, report and evaluate program resultParticipate in formulation, coordination and implementation of new market strategies and programs to grow the profitability of credit cards Plan to cope with department growthRequirementsBachelor’s degree or above, preferably major in Marketing, Business Admin or relevant disciplinesMinimum 8 years working experience gained in relevant experience with customer services and marketing.

Preferably with Banking experience is an advantage. Proficiency in spoken and written English and Chinese (Putonghua and Cantonese)Proficient in MS OfficeSelf-motivated with good interpersonal and communication skills Interested parties, please click "Apply Now" for application. Personal data collected will be used for recruitment purpose only.