CANDIDATES

• Work with Team Head in formulating strategies to reshape Branch and/or Contact
  Centre channels by incorporating technology, working with innovative partners
  and with the use of quantitative info (e.g. data analytics) or qualitative intelligence
  (e.g. frontline / customer feedback)
• Drive synergy on infrastructure builds to maximise reusability across Branches
  and Contact Centre, as well as all connected innovation solutions driven by the
  team, to best utilise in-scope investments to save development, implementation
  & commerciaisation costs.
• Propose and implement Branch and Contact Centre channels digitization
  projects to drive operation efficiency and productivity, and to create an omni-
  channel infrastructure to deliver seamless customer experiences between Digital,
  Contact Centre and physical Branch channels.
• As owner of Channel strategy and initiatives, be responsible for liaison with
  different stakeholders including business partners, risk stewards, lines of
  defenses, external vendor/consultant, etc, and make business decisions to drive
  measurable benefits
• Work with Branch and/or Contact Centre Operations and relevant stakeholders to
  develop procedures for new initiatives in order to uplift customer experience, as
  well as operation efficiency and effectiveness at Branch and Call Centre
• Accountable for frontline and customer feedback on operational effectiveness
  and efficiency and in carrying out streamlining projects to cater to those
  feedbacks
• Collaborate with internal stakeholders and solicit their supports and inputs to
  ensure effective execution of the projects and benefit realisation 

• University degree in Business Administration or a related discipline
• 5 years' hand-on experience on project management & resource portfolio
  management in retail banking industry; and/or distribution operations (Branch
  and Contact Centre channels) would be an advantage
• Excellent interpersonal skills and ability to work independently
• Strong project management skills and stakeholders management skills, with
  strong business & analytical mindset
• Past experience on data analytics is a plus
• Embrace changes and be adaptable to volatile and complex environment
• Customer centric mindset and ability to manage complex interactions effectively
• Ability to bring divergent ideas to create new and valuable solutions
• Proficiency in both English and Chinese

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