Job Function
Accounting/Finance
Description
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.
- 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
Job ID: 82928710