JOB DESCRIPTION

Primary Objectives
• Monitor/ Observe customer service activities nationalwide including Customer Service team and Call center team and report to direct Manager monthly.
• Simplify process, procedures to enhance service quality to bring the best customer experience.

Main responsibilities

1. Customer Services Operations:
• Review all current procedures and update accordingly to be in line with HSC’s strategy; Provide the best quality services of HSC to enhance customer experience.  
• Improve quality services of Call center.
• Communicate to clients directly to solve their enquiry, compliants once the issues escalated.
• Receive Customer’s feedback to improve our quality services.

2. Customer Service Program & Operations Projects:
• Lead the full process from planning, execution and monitoring of all major customer service & operations initiatives.
• Lead Operational Process Improvement with strong focus on Cash Management – design and implement initiatives to reduce cost, increase processing speed, mitigate fraud risk and optimize cash holding
• Oversee the rollout and continuous enhancement of Security across all customer authentication touchpoints, ensuring regulatory compliance and seamless customer experience.
• Contribute to the development of the CRM system – support feature development, advanced customer segmentation, and customer journey automation in collaboration with the others functional teams.
• Work with relevant departments to buid up new products (if any).

3. Team Development:
• Develop and manage the operating budget for Customer Service and assigned projects
• Build a high-performing team with strong middle management layer and a culture of service excellence.

JOB REQUIREMENTS

1. Educational level
• Bachelor’s degree in business administration, Marketing…
• At least have the securities brokerage certificate, the derivatives and derivatives market certificate

2. Knowledge & Experiences
• Experience in Securities, Finance, Banking in at least 10 years
• Experience in people management, managing a team and attracting and growing talent
• Strategic and visionary
• General management experience in a multinational corporation or Operations/Customer Service Functions
• Understanding of the relevant operational processes/ systems and process improvement and quality control
• Understanding the trend of technology and its application for the best operations efficiency and customer experience
• Digitalization, innovative, transformative and commercial midset and customer centicity is a plus

3. Soft Skills
• Good at communication and resolving issues
• Teamwork
• Encourage, motivate the team