DBS Bank Ltd 香港招聘
Senior Officer, Customer Centre (Licensed), Consumer Banking - (2300006J)
Business Function
Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Responsibilities:
DBS Customer Centre is looking for enthusiastic and highly motivated problem solvers who are passionate about creating an innovative customer experience and building strong relationships with our customers. This position will be the first point of contact for our customers and engage with them on phone call, email, social media and chat.
Provide one-stop service to respond product and service enquiries including placing securities trading orders, processing initial public offerings applications and handling enquiries on credit cards and consumer banking products through phone, live chat, offline messaging and emails
Drive a successful customer experience by assisting at varied skill levels (from offline to online) to implement inbound cross-buy initiatives proactively
Meet individual scorecard for call volume, availability, service level and customer satisfaction
Attract and retain customers by answering queries and providing suggestions that lead to short and long-term success
Work collaboratively with teammates to solve customer issues as quicky and as efficiently as possible
Report customer complaints and escalate issues when necessary to prevent potential churn
Maintain appropriate operational risk control and compliance in all aspects in accordance with DBS or regulatory standard and policies
No sales target is required
Requirements:
Post secondary or above, preferably degree holder in any disciplines
Qualified to carry out Investment regulated activities (Types 1 and 4) under Securities and Futures Ordinance (SFO)Experience in call centre or banking industry, good knowledge of credit card operations and banking services is an advantage
Customer-focused with excellent communication and interpersonal skills
Able to work in shifts on weekends and public holidays
Good command of written and spoken English and Chinese, fluency in Putonghua is an advantage
Candidates with more experience will be considered as Senior Customer Service Executive
The hiring process for this role is subject to the Mandatory Reference Checking (MRC) Scheme
Senior Associate/Associate, Corporate Actions, Wealth Management Operations, Technology & Operations - (2500003H)
Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Key Responsibilities:
Support Corporate Action under Hong Kong Wealth Management Operations (WMO) to ensure the relevant processing/reporting are properly processed within pre-defined cutoff time and timely escalation for irregular cases detected, if any
Assist supervisor to prioritize various processing jobs to achieve optimize operational efficiency
Ensure periodical reports as required by management/services partners including fund houses are delivered accurately according to the prescribed time schedule
Understand the bank policies on information protection, security control and regulatory compliance and report problem and exception to supervisor immediately
To review and update SOPs regularly in order to ensure compliance with internal and external guidelines/regulations
Assist supervisor to train and coaching of team members
Requirements:
University graduated / Degree holder in Banking and Finance or related disciplines
At least 3 years hands-on experience on Investment products and Corporate Action processing
Investment and Banking business knowledge is preferable. Digital mindset and experience in various custodian/settlement system
Strong product knowledge in Investment products (such as Equities, Fixed Income, Unit Trust and Derivatives) and Corporate Actions process in both local and overseas markets covering mandatory and voluntary events
Solid experience in running process teams in Settlements, Reconciliation, Risk and Control, Markets and Custody to ensure completeness of processing with strong governance and controls mindset
Good organizational, communication and strong inter-personal skills as candidate is required to manage various activities within the team, and to be able to communicate effectively with relationship manager, COO Office and technology team
Ability to develop and maintain productive relationships with key internal clients including business, operations, and colleagues from the SG regional team
Solid experience and knowledge in system enhancement project and process improvement/re-engineering
Experience in Regulatory reporting such as SFC, GSIB, HKMA, FATCA/CRS, FRR & QI reports etc.
Private banking knowledge is preferable. Digital mindset and experience in Avaloq would be an advantage
We regret only shortlisted candidates will be notified.
