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Our client is a leading digital bank in Hong Kong that provides cutting-edge fintech solutions and mobile payment services to users across different regions.
They are looking for a Team Head with strong knowledge of investment and insurance products to lead the bank's Customer Services team to provide excellent services and resolve complaints from customers.
Job duties
- Lead and supervise a team of customer service officers in managing both regulatory and non-regulatory complaints, internal investigations, and report preparation
- Monitor the team's performance metrics to ensure alignment with Key Performance Indicators (KPIs)
- Review and approve solutions proposed by team members, providing guidance on effective complaint resolution strategies
- Provide coaching and training to enhance team performance
- Develop complaint-handling framework for frontline staff to address common queries and incidents in order to reduce potential complaints
- Design customer experience journeys and solutions to enhance overall service quality
Job requirements
- Bachelor's degree or higher in Business Administration, Finance, Communications or other relevant fields
- 8 to 10 years of experience in customer services especially in complaint handling within banking or insurance companies
- Relevant investment and insurance licenses (e.g. IIQE) are required
- Customer-centric mindset with a strong ability to adapt and lead a team
- Excellent communication skills in Cantonese, English, and Mandarin
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