The Skills You'll Need: Fluent Cantonese and English. Working experience in E-channel Operations, Digital Banking, or Card Management
Your New Salary: Up to £50k, depending on experience
Job Status: Permanent, hybrid working with 4 days in the office
Location: Central London
Assistant E-Channel Manager - Summary:
·Oversee the daily operational activities relating to debit card, internet banking, mobile banking, and other electronic banking services.
·Monitor and process e-channel requests, transactions, reports, and customer service matters in a timely manner.
·Investigate and manage customer enquiries, complaints and service-related issues relating to debit cards and cyberbanking services.
·Liaise with internal departments and service providers to resolve operational issues and service requests.
·Assist in the implementation of e-channel products, services, and operational initiatives.
·Maintain accurate records, operational procedures, and management information reports.
·Ensure compliance with regulatory requirements, internal policies, and operational control procedures.
·Support continuous improvement initiatives to enhance operational efficiency and customer experience.
Assistant E-Channel Manager - What You'll be Doing:
Process
·Perform daily operational activities relating to debit card, internet banking, mobile banking, and other e-channel services.
·Process customer requests including card maintenance, limit changes, service enrolment, suspension, replacement, and other related activities.
·Monitor transaction reports, exception reports, and operational queues to ensure timely processing.
·Investigate and follow up operational exceptions, rejected transactions, and customer issues.
·Prepare and maintain operational statistics, management information, and regulatory reports.
·Maintain operational procedures, records, and documentation in accordance with established requirements.
·Support user acceptance testing (UAT) and implementation activities for system enhancements and new services.
People
·Work closely with Branch Operations, Customer Services, Compliance, IT, and other departments to support daily e-channel operations.
·Liaise with external vendors and service providers regarding operational matters and service issues.
·Participate in team meetings, training programmes, and knowledge-sharing initiatives.
·Support team objectives and contribute to a collaborative working environment.
Customer
·Provide timely and professional support to customers and branches regarding debit card and cyberbanking enquiries.
·Assist in resolving customer complaints, service requests, and operational issues in accordance with established procedures.
·Follow up outstanding cases and ensure timely resolution.
·Support customer communication relating to service changes, disruptions, and operational matters.
·Maintain a high standard of customer service and customer satisfaction.
Compliance & Risk Management
·Comply with all applicable laws, regulations, internal policies, procedures, and guidelines.
·Perform operational controls and checks to ensure accuracy and completeness of transactions and records.
·Identify, investigate, and escalate operational risks, control weaknesses, and service incidents where appropriate.
·Ensure customer information and bank data are handled confidentially and securely at all times.
·Support audit, compliance review, and regulatory reporting requirements as required.
Assistant E-Channel Manager - The Skills You'll Need to Succeed:
Requirements / Job Knowledge
·Fluent in spoken and written Cantonese and English
·Bachelor's degree or diploma in Business Administration, Finance, Banking, Information Systems, or a related discipline.
·Relevant experience in banking operations, card operations, e-banking operations, customer service, or a related function.
·Knowledge of debit card and electronic banking products and services.
·Understanding of retail banking operations and customer servicing processes.
·Good understanding of operational controls and risk awareness.
·Proficiency in Microsoft Office applications, particularly Excel.
·Strong communication and customer service skills.
·Good analytical and problem-solving abilities.
·Strong attention to detail and accuracy.
·Ability to manage multiple priorities and work within established deadlines.
Preferred
·Experience in card operations, internet banking, mobile banking, or digital channel operations.
·Knowledge of VISA operations and card dispute processes.
·Experience in UAT testing and implementation support for banking systems.
·Familiarity with banking systems and customer service platforms.
If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation.
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Salary description
£40000.00 - £50000.00 per year