Head of Virtual Branch (Bank)
PermanentBanking & Finance
Role & responsibilities
- Oversee the contact service functions and efficiency for retail banking products, focusing on customer service, wealth product advisory, security dealing, and cross-border servicing.
- Drive the digital transformation of the Virtual Branch, implementing strategic initiatives aligned with the overall business strategy.
- Develop and execute sales and distribution strategies to achieve departmental KPIs and business targets.
- Lead, train, and coach teams to deliver professional customer service and promote a range of banking products.
- Design effective Virtual Branch capabilities to serve different customer segments, emphasizing high-net-worth and cross-border clients.
- Provide feedback for competitive benchmarking and contribute to continuous improvement efforts.
- Ensure compliance with regulatory and compliance requirements, fostering a strong culture of adherence.
Requirements
- Bachelor’s degree or equivalent qualification.
- Minimum 10 years of retail banking experience, with at least 4-6 years in a managerial role.
- Good knowledge of call / contact centre process management, digitalization and/or processes straight through experience, and retail banking operations.
- Relevant insurance and investment licenses registration is an advantage.
- Excellent communication, interpersonal, and organizational skills.
- Proficiency in written and spoken English and Chinese (including Putonghua).
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