Cantonese speaking Assistant E-Channel Manager; Banking

Position: Cantonese speaking Assistant E-Channel Manager (Banking)
Job Title:

Cantonese speaking Assistant E-Channel Manager (Banking)
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,…