Manager, Callback, Cash Management Operations Center, Group Technology & Operations

Job Responsibilities

• Support client(s) on the day to day Cash Management queries via phone or email

• Record all calls information accordance to Standard Operating Procedures

• Work closely with various stakeholders to ensure client's request is fulfilled

• Ensure timely and accurate delivery of reporting and monitoring of department KPIs.

• Identify, escalate and manage client issue, if any

• Provide excellent customer service to all clients

• Performs service recovery, manage customer's expectation.

• Provide coaching and relevant guidelines to team/junior staff on the day to day call out

• Any adhoc task assigned

Job Requirements

• Great customer service on Cash Management Products

• Good understanding on Cash Management Products or Processes

• Able to work independently with excellent verbal and email-writing skills

• Able to interact effectively with internal & external parties of all levels

• Ability to analyze and solve any issues arises during work

• With at least one year of experience in Cash Management Services

• Able to converse well in Mandarin AND Cantonese to support Hong Kong Segment