Customer Service Manager - Banking

Responsibilities

• Lead the hotline and chat teams to achieve outstanding quality and efficiency
• Personally resolve complex/escalated customer issues
• Analyse performance, spot bottlenecks, and roll out smarter processes
• Gather and translate business pain points into clear, actionable system requirements for online service platforms.
• Coach and develop team supervisors to hit (and exceed) targets
• Oversee system training programs and ongoing support, ensuring teams are fully equipped to maximise new functionalities
• Drive continuous iteration and optimisation of digital channels to boost user experience, efficiency, and cost-effectiveness.

Requirements

• Bachelor's degree or above
• 5+ years managing a customer service/call centre team of 50+ people in banking/financial services
• Experienced in using customer service systems or digital tools
• Proven project management, stakeholder influence, and resource-coordination skills
• Proactive, fast learner, logical, clear communicator and team player
• Fluent in spoken and written English, Mandarin, and Cantonese