Job Purpose: Lead the Centralized Branch Operations Team to reduce branch workload by transferring process from branches to the centralized team. Improve efficiency, strengthen controls, and ensure compliance with policies and regulations. Support branches directly to enhance customer experience, enabling branch staff to focus more on customer service and relationship deepening. Drive continuous improvement and innovation to increase overall branch performance.
Main Responsibilities: Process Centralization & Efficiency: Centralize and optimize branch process to improve efficiency and reduce branch workload.
Branch Support & Customer Experience: Assist branch with service requests and complex customer issues. Provide timely support to enhance customer experience.
Compliance & Control: Ensure compliance with internal policies and external regulations. Strengthen control effectiveness in centralized process.
Technology & Innovation: Work with stakeholders and IT to support automation initiatives. Encourage innovation to improve service quality.
Team Leadership: Supervise and develop the centralized branch operations team. Promote professionalism and accountability.
Compilation of Data and Management Information: Compile data on efficiency, control, and service quality. Provide insights to refine operations and customer engagement.
Ad Hoc Projects: Handle and complete ad hoc assignments as and when required.
To meet the challenge, you should have the following qualifications and attributes: University degree with at least 7 years' or secondary education with at least 10 years' retail banking operations experience Strong knowledge in retail banking regulations, branch operations, products and services Solid and wealth experience in driving process improvement initiatives and leading centralized processing team Self-motivation with excellent interpersonal, communication and presentation skills Fluent in spoken and written English and Chinese, preferably including Putonghua PC Literate with good knowledge of Microsoft Office and Chinese word processing