Head of Virtual Branch (Bank)

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).