Up to £43,000 plus excellent bonus and benefits

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

12 month FTC

Are you a dynamic and analytical professional with a strong customer-centric approach, comfortable with both strategic process improvement and high-volume phone-based operational support?

We are seeking a versatile candidate to join this leading international bank in London. This exciting role is perfect for someone who can work to enhance business processes, whilst also providing seamless daily support. Please note, approximately 50% of your time will be dedicated to handling inbound calls and inquiries from customers and internal teams, ensuring efficiency, compliance, and an excellent customer experience. Fluent English and Cantonese is essential for this role

Responsibilities of the Business Analyst and Customer Service Support to include :

• Act as a primary point of contact for telephone enquiries, handling hotline calls and providing prompt, accurate responses to a high volume of internal and external inquiries.
• Deliver daily operational and administrative support, ensuring smooth day-to-day business flow.
• Gather, analyse, and document business requirements for various strategic initiatives.
• Review and continuously improve workflows to boost efficiency and elevate the customer experience.
• Actively assist in project coordination and implementation, contributing to successful outcomes.
• Prepare clear and comprehensive user guides, process documentation, and training materials.
• Collaborate effectively with cross-functional teams to implement improvements and drive change.
• Ensure strict adherence to all internal policies, procedures, compliance requirements, and risk control guidelines.
• Demonstrate a comprehensive understanding of the bank's products and services to support customer-facing activities.
• Build and maintain customer trust through reliable, compliant, and transparent service at all touchpoints.

Requirements of the successful Business Analyst and Customer Service Support to include:

• Candidates MUST HAVE fluent Cantonese and English language skills. Mandarin also highly desired
• Previous  experience in retail banking with strong customer service experience, particularly in a phone-based support environment, is essential.
• Comfortable working with data analysis, proficient in Excel, and possessing knowledge of basic SQL or Power BI (an advantage).
• Candidates will have an understanding of core banking processes, online banking and digital banking tools.
• An analytical mindset coupled with strong problem-solving skills.
• Excellent communication skills, both verbal and written, essential for engaging with customers and collaborating with stakeholders.

Benefits to include:

• Brilliant bonus available (discretionary)
• Fantastic pension of 12.5% non-contributory
• 28 days holiday, plus special leave (birthday, marriage, study), plus 4 hours wellbeing leave per month (equivalent to 6 days leave per year)
• Discounted gym membership and retail vouchers
• Full medical insurance for you and any dependents
• And MORE!

This vacancy is being advertised by Montpellier Resourcing Associates Limited. The services advertised by Montpellier Associates Resourcing Limited are those of an Employment Agency