Service Delivery Excellence Director

3 days ago


Hong Kong, Central and Western District, Hong Kong SAR China OCBC Full time

In this pivotal leadership role at OCBC, you will oversee the key functions of our contact centre, guaranteeing top-tier customer care and excellence. As a seasoned manager with deep expertise in banking operations, you will mentor and guide a skilled team of specialists to identify challenges and devise smart solutions. Through meticulous planning and careful execution, we will cement our reputation as a trailblazer in quality services.

Main Goals
  • Assemble and lead a dynamic team of experts to effectively address customer needs and create remarkable experiences.
  • Refine operational systems and develop novel methodologies to innovate customer interaction processes.
  • Promote seamless integration between departments, fostering collaborative spirit and synergistic effects.
  • Develop indispensable competencies through continuous learning and exchange programs to push forward technological progress.
  • Deliver versatile customer support and flawlessly implement cross-platform solutions.
Essential Qualifications
  • Highest academic credentials from a prestigious institution.
  • Prior experience in leading major projects within a global corporation.
  • Mastery of Chinese Microsoft Office application sets and intrinsic motivation to handle multiple tasks concurrently.
  • Insight into field concepts, acquaintance with goal-setting principles, and intuitive thinking approach to rapidly scan vast amounts of information.
  • Impressive quantitative literacy and succinctness to make meaningful connections.
  • Awareness of worldwide advancements in info-tech interfaces and active exploration of clever innovations.
  • Versatility in solving seemingly impenetrable problems; unremitting quest for updated systematic handling protocols.
  • Perfect teamwork mastery coupled with dignified self-assurance to bring out each associate's dormant talent.


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