Quality Service Senior Executive
2 months ago
Senior Executive, Quality Service
Job Overview:
This role is under the supervision of the Head of Quality Service.
We are seeking a dynamic and proactive individual who can innovate and drive significant enhancements in processes, products, platforms, and personnel. As a member of the Quality Service Team, you will be dedicated to elevating customer satisfaction and enhancing quality standards within the organization.
Your responsibilities will include providing robust support in resolving escalated complaints, ensuring business process improvements, and achieving high levels of customer satisfaction. The team collaborates closely with various departments and stakeholders to collect pertinent information, analyze complaints, and deliver effective solutions or remedies to customers.
You will play a key role in raising service standards and competencies across the organization by developing training programs, establishing benchmarks, and initiating company-wide service initiatives such as EXSA and servicing workshops.
Additionally, you will have the opportunity to contribute to the enhancement of our Wealth funnel for the P3 Mobile App. This position will help you gain confidence in managing challenging situations while improving your interpersonal skills, negotiation abilities, and judgment in addressing future challenges.
Key Responsibilities:
The Executive will be engaged in:
Conducting thorough and detailed investigations of complaints, ensuring compliance with regulatory standards and internal policies. Collaborating with cross-functional teams, including front office, product development, legal, compliance, and subject matter experts, to gather essential information and insights. Offering guidance and support to team members in resolving intricate complaints and ensuring prompt resolutions. Preparing comprehensive and accurate reports on complaint investigations, detailing findings, recommendations, and actions taken. Promoting a culture of continuous improvement and a customer-centric approach within the organization. Maintaining a high standard of professionalism and confidentiality when handling sensitive customer complaints. Executing ad-hoc tasks, projects, and service initiatives as required.Required Skills and Qualifications:
Diploma or higher from a recognized institution. A minimum of 3 to 5 years of experience in complaint resolution or customer experience, preferably within the Banking and/or Securities sector. Exceptional interpersonal and communication skills, both written and verbal, with the capability to convey complex information effectively to stakeholders at all levels. Proficiency in English and Mandarin to engage with Chinese-speaking stakeholders. Previous experience in the financial industry, particularly in managing securities and investment products, or relevant certifications (e.g., CMFAS) will be advantageous.-
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