Quality Operations Manager

9 hours 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 Quality Operations Manager to join our Direct Channels team in the Retail Banking Division. This exciting opportunity will challenge you to ensure all DCD operation processes comply with Bank and regulatory standards.

About the Role

This is a key leadership position responsible for providing account management support, risk/compliance reporting, and monitoring of respective DCD sections. You will be accountable for preparing quality control reports, conducting risk assessments, and ensuring timely completion of tasks.

Main Responsibilities:
  • Develop and implement operational risk mitigation strategies to minimize compliance breaches.
  • Provide coaching and training to frontline staff on quality standards, regulatory compliance, and customer service excellence.
  • Analyze customer complaints, conduct investigations, and provide feedback to frontline staff to improve quality and reduce complaints.
  • Review and compile operation flows, identify areas for improvement, and implement changes as needed.
Requirements

To be successful in this role, you should possess post-secondary education with at least 5 years' relevant experience in banking or telemarketing customer services. Proficiency in English and Chinese is essential, while knowledge of banking products and operation flow is preferred.

Benefits

We offer a competitive salary, excellent communication skills, and a collaborative work environment. If you are a motivated and detail-oriented individual with strong analytical skills, we encourage you to apply for this exciting opportunity.



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