Customer Service Leadership Role

5 days ago


Hong Kong, Central and Western District, Hong Kong SAR China International Executive Service Corps Full time

At International Executive Service Corps, we are seeking a highly skilled and experienced Senior Customer Services Manager to lead our customer service team. Reporting to the Head of Direct Channels, this role will be responsible for designing and delivering training programs, managing campaign development, and overseeing the daily operations of the contact centre.

Main Responsibilities:

  • Develop and implement comprehensive training strategies to ensure efficient and quality services delivery
  • Manage and coordinate with frontline staff on operation processing and support daily operations
  • Review current manual processes and optimize operation processes, policies, and workflow
  • Lead and manage the team on different campaign development projects
  • Motivate staff to achieve management objectives and improve job satisfaction and loyalty

Minimum Requirements:

  • University degree with a minimum of 10 years of customer services experience in retail banking/consumer products/digital services or lower academic qualifications with substantial years of relevant experience
  • Experience in digital service and/or corporate client service is preferred
  • Strong leadership and people management skills
  • Good communication and interpersonal skills
  • Good command of written and spoken English and Chinese


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