Assistant Vice President, e-Banking Client Service

Mandatory Reference Checking Scheme (“MRC”) for Hong Kong

The Mandatory Reference Checking Scheme is a framework to facilitate Authorized Institutions (“AIs”) to bilaterally obtain reference information during their recruitment process for certain positions, such that misconduct information in an individual’s previous employments can be provided to AIs to inform their employment decisions.

For information related to MRC Scheme, “Frequently Asked Questions for In Scope Individuals” is published by HKAB/Industry Guidelines (https://www.hkab.org.hk/en/home) or further information will be available upon request, if it is applicable to the position(s) applied.

Country of Location:

China Hong Kong

Job Responsibilities:

• Post implementation customer support for e-Banking services related customer enquiries, problems & support requests without leading to customer complaint & regulatory impact.
• e-Banking services related problem investigations, fixes & testing, ensure sufficient quality verification prior implementing to customers.
• Pre-sales enquiry support to Marketing Groups & Corporate Customers on e-Banking services
• Play the checker role in processing customer requests and reviewing e-Banking services related operational monitoring & tracking reports.
• Understand, gather & analyze the feedback from customers, market trend, competitive analysis, and resolute to service offering enhancement recommendations.
• Drive & collaborate with Operations and Technology teams to ensure availability & stability of e-Banking services are delivered to customer at the highest quality.
• Liaise with all support departments, for example, Legal, Compliance, Audit, Information Security, Corporate Communication & Marketing to ensure all provided e-Banking services comply with local regulatory requirements, bank policies & procedures.
• Work closely with oversea branches, to ensure the Corporate Online Banking service offerings, processes and support model are consistent with Head Office & respective regulatory requirements.
• Manage end to end implementation of bank’s strategic or customer deal related e-Banking related projects & initiatives are delivered per requirements, within timeline & expected quality.
• Support Team Head when required, in preparing statistical & management MIS reports.

Requirements:

• Degree holder in Business Administration or related disciplines preferable
• Minimum 5-8 years’ experience in e-channel product management or e-Banking customer service support roles
• Experience in Channels Solution Delivery, with sound technical knowledge is an advantage.
• Possess good knowledge of Corporate/Wholesale banking business, particular Transaction Banking Channels product & services.
• Proven track records of customer service support on e-Banking channels or relevance.
• Understand the Bank’s policies, governance frameworks, procedures, practices, standards and applicable local and regional regulations to ensure quality, effective risk management and regulatory compliance, particularly for transaction banking services and products.