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崗位職責(zé):
1. Accountable for the performance of respective department within agreed span of control and their performance outcome, contributing to the successful delivery of Best in Class standards following IWPB incentive framework
2. Champion and embrace change and innovation within the department
3. Demonstrate ownership to drive a better team level even department level performance, sharing best practice across teams and peers
4. Take full accountability for the Leadership, coaching, and absence management of a team within aligned SoC handling call types across products and propositions and support with performance management
5. Support management of various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.
6. Maintain best place to bank principles through coaching and training
7. Knowledge of Group compliance, Operational Risk and internal control
8. With strong business sense to take agile actions immediately and ensure the delivery to team

任職要求:
1. Excellent job knowledge across proposition and products.
2. Excellent communication and interpersonal skills.
3. Proficient in people management and staff engagement
4. Proficient in languages (English / Cantonese / Mandarin), proficient in English writing is a plus
5. Fair understanding on overall Contact Centre structure and how different department work together.
6. Microsoft Office skills, knowledge or experience in data mining tool is a plus.
7. Ability to work under pressure and self-motivate.
8. Ability to multi-task and sensitive on timelines.
9. Problem solver, comfortable with navigating and seeking solution under complex situation.
10. Comfortable to work under a flexible environment and shift between customer servicing and other activities base on need and Team Manager guidance.
11. Risk awareness and ability to identify, escalate and manage risks.