BCT Group (“BCT”) comprises Bank Consortium Trust Company Limited (“BCTC”) and BCT Financial Limited (“BCTF”), which are wholly owned subsidiaries of Bank Consortium Holding Limited. BCT is a major MPF product provider and one of the largest trust companies in Hong...

BCT Group (“BCT”) comprises Bank Consortium Trust Company Limited (“BCTC”) and BCT Financial Limited (“BCTF”), which are wholly owned subsidiaries of Bank Consortium Holding Limited. BCT is a major MPF product provider and one of the largest trust companies in Hong Kong focusing on the provision of pension (including MPF & ORSO) products and asset servicing solutions for pensions and investment funds.

BCTC provides top-tier pension and fund services including trusteeship and administration services for MPF/ORSO and international pension plans as well as global investment funds, QFII and RMB funds. BCTF acts as a sponsor and distributor of pension products whilst providing premier customer services, investment planning and retirement planning services as well as investor education.

About BCT
www.youtube.com/BCTMPF

Be a BCTian
https://youtu.be/kJx6kItRuSw 

Website

www.bcthk.com

AVP – Customer Experience

Job level Middle
Work exp Minimum 5 Years
Education Bachelor Degree
Location Hong Kong
Employment type Full Time
Industry Financial Services
Job function Banking / Finance > Account / Relationship Management
Sales / Business Development / Customer Service > Customer service / Sales Support
Banking / Finance > Research / Analysis
Published On 04/11/2016

Key Responsibilities:

  • Keep abreast of customer service market trend, capture voices of customers and conduct root cause analysis
  • Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
  • Conduct service quality assessments to monitor internal service standard. Provide training / coaching sessions to ensure compliance with internal guidelines/ regulatory standard and achievement of service excellence
  • Handle customer complaints / feedback and review internal workflows / procedures to identify service gaps. Recommend feasible / practical systems and service enhancement to meet / exceed customer expectations, thus, increase customer satisfaction, loyalty and advocacy

Requirements:

  • University graduate in business discipline
  • Minimum 5 years of working experience in pension / financial industry
  • Strong customer service experience, with at least 2 years of experience in a coaching / supervisory role
  • Good understanding of MPF & ORSO is a must
  • Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
  • Sophisticated in service quality assurance, customer experience management and project management is an advantage
  • Strong initiative, positive thinking with excellent service mindset, innovative mind, problem-solving and interpersonal skills
  • Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage
  • Proficiency in PC skills such as Visco and MS excel
  • Candidate with less experience will be considered as Manager, Customer Experience

Remuneration will be commensurate with qualification and experience. Please send your application with detailed resume indicating both present and expected salary and date of availability to the Human Resources Department, 18/F Cosco Tower, 183 Queen’s Road Central, Hong Kong, or email to hrd@bcthk.com or fax to 23143984.

(Personal data collected will be used for recruitment purpose only and will be kept strictly confidential)