Assistant Manager, Customer Services (General Banking)
Core
Lead a sub-team of Customer Service staff in General Banking, managing hotline operations, multi-channel support, and team performance to deliver high-quality services and meet KPIs.
Role type
Assistant Manager, Customer Services (General Banking)
Builds
General Banking services (Deposits, Loans, Cards, Insurance, Investments) via hotline, live chat, and social media channels.
Domain
Banking / Financial Services
Required skills
Team leadership, multi-channel customer service management, KPI tracking, staff coaching, regulatory compliance, cross-functional collaboration
Preferred skills
Digital channel management (Live Chat, Chatbot/AI), Insurance/Investment licensing, Putonghua fluency
Technologies
Live Chat, Chatbot/AI assistance systems
Responsibilities
Lead and manage the General Banking Hotline team; Provide services across all channels (hotline, chat, social media); Monitor job efficiency, manpower planning, and shift scheduling; Train and coach staff to enhance productivity; Review working procedures and ensure regulatory compliance; Collaborate with marketing teams on customer communication materials.
Seniority
Mid-level Manager