CanadiabankPhnom PenhActive opening

Canadiabank

Lounge Operations Manager

Banking/FinancePosted 1 d ago

Location

Phnom Penh

Job Type

FULLTIME

Experience

3+ Years

Level

Lead

Work Mode

On-site

Industry

Banking/Finance

Languages

English, Chinese

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About the role

Be the first point of contact for all walk-in clients, responsible for managing the day-to-day operations of the lounge, maintaining a welcoming environment, and ensuring exceptional customer service.
Oversee day-to-day operations of the Premier Services Lounge, including serving refreshment and/or gifts to customers, managing inventories, operational planning, etc. Maintain scheduling for use of meeting rooms, events, booking and ordering for customers's discussions, etc. Upkeep and oversee the Premier Services Lounge premises and facility management in accordance with prescribed standards as required.
Lead team to provide the best-performing transaction banking for targeted customer.
Ensure efficient daily operation flow by providing advice, leading, and fully supporting the satisfaction of customer needs with premium banking services for high-end customers.
Enhance staff productivity through clear Premier Services' vision and purpose by strictly tracking and monitoring.
Perform the role as the "Floor Manager" based on the requirements given.
Create a welcoming atmosphere for visiting customers, including warmly greeting customers upon arrival and return and providing clear directions to their RM, ensure clients find their designated spaces.
Take a proactive approach when attending to customers in the lounge, e.g., anticipate their needs, address their concerns, and request promptly.
Ensure all staff service customers strictly follow GSTP and professional protocol for all customers.
Lead team to provide best experience customer service to targeted customer.
Recommend or authorize customer transactions to follow ASO by strictly following policy, guidelines, procedures, and the bank's instructions in both the system and documentation.
Identify ways to enhance the customer service and experience.
Support and collaborate with Service & Digital Advisor (SDA), Security Guard, and to deliver excellent service, e.g., ensure smooth handover of the customers by pre-informing them before & during customer arrives.
Deliver alized and memorable experiences to deepen customer relationships, e.g., familiarize yourself with customer appointments and individual names, engage in small talks with customers.
Lead the team to improve customer relationships from time to time through phone calls as well as social media connections.
Identify opportunities for new sign-ups, referrals, upsells, or cross-sells of banking products and services.

Requirements

Bachelor's degree.
At least 3-4 years of experience in related fields; be able to converse in English and/or Chinese.
Good presentation and negotiation skills.
Strong customer service and result-oriented nel.
Good problem-solving skills.
Open-minded for changes and new ideas.
Good in computer skills.

Required Skills

EnglishChinesePresentation skillsNegotiation skillsCustomer serviceResult-orientedProblem-solving skillsAdaptabilityComputer skills

Schedule & Flexibility

Schedule:standard

About Canadiabank

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Industry

Banking/Finance

More at Canadiabank

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