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Job Responsibilities: Take lead responsibility for the management of call centre business systems, including telephone hotline and various middle and back-office operating systems Liaise closely with business departments, compliance and IT teams to drive product and business process optimization and ensure effective implementation Continuously enhance the overall operational efficiency and customer experience of the call centre Provide support for operational troubleshooting, process updates and training Support the daily operations of front and middle office retail business Job Requirements: Bachelor degree or above 5 years relevant experience or above, familiar with retail banking business processes and call centre operating models is preferred Familiarity with telephone hotline systems and the business application logic of various middle and back-office operating systems Experience in digitalization and artificial intelligence applications Possess strong communication, organizational and analytical skills, with the ability to work independently