- Developing and managing the Asia customer service team, ensuring a high level of performance and motivation.- Spearheading the recruitment process for Asia customer service team. - Developing and executing training programs for ACS team to enhance skills and product knowledge.- Identifying and implementing process improvements to enhance work efficiency - Implementing quality assurance measures to monitor and enhance the quality of customer interactions.- Analysing customer journeys and feedback to improve customer experience. Collaborating with cross-functional teams, including Casino, Sports, marketing and product team to address customer needs.- Ensuring compliance with company policies and procedures, as well as industry regulations.

- Monitoring and analysing financial transactions to identify and prevent fraudulent activities.- Collaborating with compliance teams to implement and update procedures, ensuring compliance with industry regulations- Overseeing the end-to-end processing of payment transactions, ensuring accuracy and efficiency.- Collaborating with payment service providers to optimize payment flows.- Managing and evaluating various payment methods, assessing their performance and recommending improvements.

* Serving as the primary point of contact for potential VIP customers, responsible for skillfully managing customer relations, personalizing each interaction, and delivering a distinctive, tailored service experience at bet365.* Proactively supporting the operation of promotions to align with customers' expectations and comprehension.* Establishing relationships with various internal teams and departments to meet evolving demands and exceed expectations.* Dedicating efforts to actively pursue and consider every customer feedback, ensuring appropriate actions are taken to enhance their experience.* Monitoring gambling behaviors through insightful conversations with customers and implementing relevant measures for responsible gambling

* Managing the reservation team, including training and development initiatives.* Overseeing daily revenue management tasks, including hotel price setting, availability control, and monitoring booking pace for FIT, Corporate accounts, Wholesale, Groups, Casino blocks, and Administrative rooms.* Collaborating with the Revenue Manager in tasks for budgeting, forecasting, daily rate checks for optimal yield efficiency, preparing monthly reports (STR & Segmentation Reports, etc.), and consistently reviewing Leisure Group, OTA, and Casino business.* Maintaining key relationships with Casino, wholesalers, and OTA partners

* Designing and optimising customer experience journeys.* Managing customer preferences, collaborating with other departments for a seamless experience.* Providing customer identification training to operational teams.* Maintaining close contact with other Four Seasons Hotels' CIS leaders for consistent customer experiences.

* Analyzing diverse guest requirements received through telephone and email, offering tailored recommendations to facilitate reservation confirmations.* Processing reservations seamlessly from sales offices, casinos, FIT, and travel agencies via email, telephone, fax, or central reservation systems.* Skillfully managing guest complaints with a focus on efficient service recovery.

* Maintaining and developing relationships with travel agencies and company clients.* Assisting the Marketing Manager with sales reports.* Managing the daily schedule of the Marketing Manager.