Assistant Customer Care Manager / Senior Business Analyst (Projects & Process Improvement)

The Department

The Customer Strategy, Insights and Innovation (CSII) Division identifies and leads the customer journey for all stakeholders across the Club ecosystem. The Division centralises the Club’s customer understanding and insights across owners, members and wagering customers, striving for innovation via our Digital and Retail channels through enhancing data provision & insights, and online / offline customer strategies devised, improving the channels’ and segment teams’ ability to enhance customer experience, driving wagering turnover and grooming customers up the tiers.

The Integrated Contact Centre in Retail and Telebet Services Department provides one-stop customer service to the Club’s customers and general public. By means of telephone hotlines and online channels, we provide customers with product information, enquiry handling and feedback handling, etc.

The Job

You will :

• Identify where improvements can be made to drive productivity and efficiency via the analysis of data, customer feedback and behaviour
• Engage strongly with teams and stakeholders to proactively identify, prioritise, facilitate, and lead initiatives
• Understand existing / new technologies used in contact centre
• Develop and implement improvement plans, including defining project scopes, objectives, timelines, and milestones
• Ensure successful adoption of business improvements, develop and implement performance metrics to measure the success
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business
• Undertake other duties as assigned by Line Manager

About You

You should have :

Bachelor degree in Business or related disciplines

A minimum of 5 years’ experience at supervisory level in sizeable customer service environment, preferably contact centre experiences

Proven experience in business improvement and project management

Solid system knowledge and system implementation experience in contact centre or customer care fields Genesys, Verint, Chatbox with Live Chat)

A customer-centric mind-set with strong analytical skills

A result-oriented and self-motivated mind-set; ability of multi-tasking

A mature mind and strong team spirit; ability of working independently and efficiently under pressure

Good communication skills in both written and verbal Chinese and English

Less experienced candidates will be considered

Terms of Employment

The level of appointment will be commensurate with qualification and experience.