Wholesale Client and Account Servicing (WCAS)

- Manage branch related cash, security items. Responsible for identifying and managing compliance risks.
- Lead counter team and ensure services to both internal and external customers are maintained at a consistently high level and within mandated quality standards.
- Assist Sub-branch Manger for daily operation and personnel and resources arrangement.
- Ensure compliance with the bank’s policy, local regulatory requirement, information circular and laid down… Show more - Manage branch related cash, security items. Responsible for identifying and managing compliance risks.
- Lead counter team and ensure services to both internal and external customers are maintained at a consistently high level and within mandated quality standards.
- Assist Sub-branch Manger for daily operation and personnel and resources arrangement.
- Ensure compliance with the bank’s policy, local regulatory requirement, information circular and laid down procedures.
Comply with respective Money Laundering Prevention Procedures and report suspicious activity whenever needed.
- Train up subordinates for cross-selling skill sand boost department sales performance. Show less

7*24 inbound call centre of 150 headcounts with 11 direct-reports, monthly call volume 150,000 including Advance and mass customers.
- Manage daily operation for quality, resources and customer experience
* Ensure quality control and operation procedures are in good order to be followed. Train up customer service officers. (Team expanded from 80 by 2009 to 150FTEs by 2011)
* Control abandon rate and shorten waiting time by ensuring sufficient staffing and resources so… Show more 7*24 inbound call centre of 150 headcounts with 11 direct-reports, monthly call volume 150,000 including Advance and mass customers.
- Manage daily operation for quality, resources and customer experience
* Ensure quality control and operation procedures are in good order to be followed. Train up customer service officers. (Team expanded from 80 by 2009 to 150FTEs by 2011)
* Control abandon rate and shorten waiting time by ensuring sufficient staffing and resources so as to improve customer experience.
* Initiate projects to improve work flow and customer experience. Ensure a high standard customer service and performance. (Customer Satisfaction Score:88 by Sep2011).
- Drive sales through service
* Develop staff cross-selling skills and solicit telesales.
* Provide timely feedback to marketing to improve sales opportunities.
* Develop incentive and recognition plan for activities boosting sales.
* Lead and fulfill cross selling to help expand group business. (Completed 2011 1-3Q cross-sales targets, Sep effected sales: 300 credit cards, 27 Mil personal lending).
- Manage compliance, P&L and people
* Facilitate adherence to Group compliance and audit requirements for procedures and sales. Reduce error and operation loss.
* Control department cost, ensure annual profit margin.
* Plan and lead for staff communication and deliver company directions. Improve staff engagement and retention. Show less