Digital Banking Operations Assistant Manager

Up to £50,000 per annum (depending on experience)

Hybrid working (4 days in the office and 1 day WFH)

Candidates must have fluent Cantonese language skills

We are recruiting on behalf of a leading international bank that is seeking an Assistant Manager to oversee the day-to-day running of its debit card, internet banking and mobile banking services, including customer support. This is an operational, service-focused role rather than a technology or IT support position.

Key Responsibilities of the Digital Banking Operations Assistant Manager to include:

• Oversee daily operations for debit cards, internet banking, mobile banking and other electronic banking services
• Monitor and process e-channel requests, transactions and reports, including card maintenance, limit changes, replacements and service enrolment
• Investigate and resolve customer enquiries, complaints and service issues in a timely, professional way
• Manage incidents as they arise and prioritise multiple tasks to keep services running smoothly
• Act as a key contact for external service providers, monitoring vendor performance and compliance with service level agreements
• Support the implementation of new products, system enhancements and regulatory change initiatives, including user acceptance testing
• Prepare management information and regulatory reports, and maintain accurate records and procedures
• Ensure compliance with regulatory requirements, internal policies and operational controls

Requirements for the successful Digital Banking Operations Assistant Manager to include:

• Fluent Cantonese is essential
• 1 to 3 years’ experience in banking operations, card operations, e-banking operations or customer service
• Knowledge of debit card and electronic banking products, and of retail banking operations and customer servicing
• Ability to manage incidents and prioritise multiple tasks to deadlines
• Good understanding of operational controls and risk awareness
• Proficient in Microsoft Office, particularly Excel
• Strong communication and customer service skills, with attention to detail and good problem-solving ability
• Educated to degree level (Business, Finance, Banking, Information Systems or a related discipline)
• Advantageous: experience in internet, mobile or digital channel operations, knowledge of VISA operations and card disputes, and experience of user acceptance testing

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