Customer Service Manager

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to lead our Macau branch operations. As a key member of our consumer banking team, you will be responsible for overseeing the day-to-day service operation and back office support of the branch.

Key Responsibilities

  • Manage counter and cash operations, and overall branch security control through effective monitoring and custody of cash, valuables, vault/security keys, and working stock.
  • Verify, override, and authorize banking transactions within your authorities, and provide second-level check to authorize transactions.
  • Recognize irregular or suspicious transactions and take appropriate steps to reduce operational risk and prevent loss while ensuring proper disposition of non-compliant and unusual/suspected fraud items.
  • Work closely with the Branch Manager to lead operation staff to provide the best customer experience in the branch, ensuring the Bank's required service standards and models are met and the pre-set satisfaction level in various customer surveys/tracking programs are achieved.
  • Build trust and morale among operation staff; provide on-going motivation, feedback, coaching, and on-the-job training to support staff development and career advancement.
  • Ensure operations are strictly adhered to all internal policies and procedures, guidelines, including staff licensing, fit and properness of staff, anti-money laundering policy, Know Your Customer (KYC) principles, and refined sales process.

Requirements

  • Degree holder in Business or Finance related disciplines.
  • Minimum 5 years of relevant experience in branch network of consumer banking, 3 years of which should be at managerial level.
  • Qualified to carry out regulated activities in Insurance (General, Long-term, and Investment-linked Long-term) under the Hong Kong Federation of Insurers (HKFI) and in Investment (Type 1 & 4) under Securities & Futures Ordinance (SFO).
  • Good knowledge of rules and regulations for financial advisory and banking related services, trend, and anticipatory changes.
  • Customer focused; demonstrated ability to make decisions and take action to attain the desired outcome.
  • Good command of written and spoken English & Chinese. Fluency in Putonghua is an advantage.

About DBS Bank

DBS Bank is a leading bank in Asia, committed to helping our customers realize their dreams and ambitions. We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.

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