About the role

Personal Banking department oversees debit and credit card operations, and provides back office support to the Bank's branches. As a Senior Officer Card Centre - Mandarin Speaking, you will play a key role in supporting the Card Centre’s daily operations and contributing to its strategic development. You will also provide support to the Bank’s branches and manage customer services enquiries. This is a full time 12-month fixed term contract position.

Key responsibilities

• Act as the main contact between the Card Centre and the Bank’s branches, by ensuring timely communication and implementation of new policies or system changes across branches, and by providing training, documentation, and assistance to branch staff regarding card-related queries and operational procedures
• Respond to customers’ enquiries to ensure timely and accurate response/problem resolution, investigations related to payment, processed transactions, dispute inquiry, missing statements, reversals, refunds and etc.
• Assist in drafting business proposals and operational guidelines
• Prepare regular reports for Management, including periodic reports on card performance metrics, usage trends, and operational issues, as well as reports for Head Office
• Lead the development and execution of marketing campaigns for card products, including planning promotional strategies, coordinating client events, and driving product initiatives to increase market share and customer engagement
• Conduct regular market research and analysis to monitor market trends
• Liaise with relevant business partners and third parties when required
• Support with audits when required
• Be responsible for Card Centre’s systems management and enhancement
• Process card suspension, and card reissuance or replacement
• Conduct credit limit assessments for individual and corporate credit card applications
• Be responsible for daily settlement process and credit control
• Be responsible for account maintenance and card productions
• Support with trainings to branches for card operation and card-related regulations

Requirements

• Degree educated in Finance, Economics, Accounting, Business or other relevant subject
• Experience within a Customer Service role ideally in the Financial Services industry
• Good working knowledge of data processing and analysis
• Proficient in MS Office (Word, Excel, PowerPoint)
• Basic programming skills are preferred
• Excellent English and Mandarin communication skills
• Team player
• Highly organised
• Attention to detail

Working here

Having a presence in the UK for more than 90 years, [Employer hidden — sign up to reveal] London Branch has been providing an excellent financial service to the market and maintain its competitive edge as an international bank operated in the UK. It has employees in over 33 countries, and it is one of the most internationalised overseas branch in the [Employer hidden — sign up to reveal] Group. The Bank values the diversity of its employees and aims to create an inclusive environment where everyone can speak up and enjoy the equal opportunities to grow both personally and professionally.

Learning and Development

We strive to offer you a continuous learning environment and we will invest in your development. We provide personalised and varied learning tools to support your growth and career through:

• access to the best in class qualifications from leading professional bodies such as the Professional Bankers Certificate and Green & Sustainable Finance Certificate from the Chartered Banker Institute
• 24/7 on-demand access to over 600 e-tutorials to build and refresh core and advanced banking knowledge
• regular pan-bank stay connected sessions to keep in touch with what is going on across the bank and build your network
• exploring your unique and collective strengths and development areas to become the best version of yourself using the globally renowned Insights personality profile
• developing our People Managers to help coach and guide you towards success, through our 9-month People Manager Development Programme
• encouraging a “growth” personal mindset and promoting continuous professional development (CPD) through annual events such as Learning at Work Week
• embracing change in a fast-moving industry and encouraging a forward-looking perspective on career development to “future-proof” your career
• promoting cross cultural intelligence and to seek out diverse and inclusive perspectives on challenges faced and their solutions

Benefits

We provide an attractive and comprehensive benefits package, offering flexibility that can enable you to select the benefits that suits your needs, including: Private Healthcare, Pension, Employee Assistance Programme, Complimentary Lunch, Cycle to work scheme, Retail Discounts.

Meet our People

Testimonials from employees of [Employer hidden — sign up to reveal].