【www.tingchehu.com--银行招聘】
职位描述
Department: Regional Contact Centre – Service Quality & Re-engineering
Location: Shenzhen
Scope of Roles:
To support the Head, Service Quality & Re-engineering to establish and execute a proactive and robust e2e process/re-engineering management model encompassing process mapping, related KPIs, and driving implementation.
Key Responsibilities/Challenges:
·Review, simplify and improve RCC processes to improve productivity while balancing customer experience and frontline experience;
·Participate in the implementation of Group Re-engineering Agenda which aligns the RCC with the global performance standard;
·Collaborate with SQ Team to initiate procedural change from VOC to enhance service delivery and improve customer experience;
·Interface with T&O in new system solutions to ensure the process management are driving at maximum straight-thru;
·Promote a Frontline-friendly processing environment via managing VOFL and enabling the Frontline to deliver what is expected of them.
Business Drivers
·Responsible to develop, articulate and obtain agreement on global project plan across group & country stakeholders.
Customer Experience
·To make use of technology solutions within SCB to the advantage of re-engineering projects and able to integrate capabilities as part of process design;
·Expert knowledge of process management discipline and methodology. To coach, mentor and accredit on subject matter.
Risk
·To identify and mitigate risks that would impact the overall process failure and success;
·Basic knowledge in Group compliance standards, MLP policy, Group KYC risk base standards and regulatory requirements;
·Basic awareness of reputational risks and the actions associated with it.
任职条件
Selection Criteria:
·5 years across Banking and non banking experience to create value adding processes and services with a majority of the experience in Operations / Service / Six-sigma / Re-engineering;
·Extensive knowledge of credit cards, banking products and operations & working knowledge of technology & process management;
·Working Experience across Product, Research and Analytics;
·Partnership and relationship management skills to create value in a complex structure spanning various organisation levels;
·Project management skills to conceptualise, test, implement and deliver；
·High level of analytical skills, ability to constantly juggle between complex issues of differing priorities on product delivery / customer servicing & strong “people” skills;
·A team player with a high level of personal initiative and the ability to function autonomously in coaching small or large groups and guiding them to finding solutions
Please send your resume to recruitment.rcc@sc.com with the position and location in subject.
To apply, visit www.standardchartered.com/careers
请将简历发送至 recruitment.rcc@sc.com 并在邮件主题中注明您所应聘的职位名称及地区。
想了解更多渣打银行的职位信息，请登录：www.standardchartered.com/careers
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