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Job Description: 1.Responsible for planning direction, controlling the staff cost of Hotlines. 2.To work with the teams to ensure projects launch and accomplish successfully 3.To ensure targeted operation KPI's are met 4.To maintain a high team morale by providing leadership, guidance, and coaching to the staff 5.Ensure an efficient operation and full compliance with the relevant regulatory requirements 6.Ensure operations of hotline call center are smooth and able to settle the cases referred by subordinates successfully 7.Provide the performance evaluation report of all hotline staff. Requirement: Bachelor’s degree or above. OR Preferable over 5 years’ experience in banking sector cover the following: At least 3 years in supervision of Call Center operations at senior level; Good understanding of relevant bank policies, procedure, practices and rules; A team player with good communication skills and risk awareness; Demonstrates willingness to expand necessary effort and time to achieve objectives; Ability to work independently and think out of the box; Strong communication skills, able to influence and engage in a positive manner; Strong sense of ownership independent, willing to accept challenges, self-driven.