Customer Services Leader for Training and Operations

3 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Dah Sing Financial Group Full time
Job Description

Reporting to the Head of Direct Channels, you will be responsible for leading and managing a team in training, support, and campaign management. Your primary goal is to ensure efficient and high-quality services are delivered by the customer service frontline.

Main Responsibilities:

  • Lead your team in designing, refreshing, and reviewing training materials at regular intervals.
  • Deliver quality and effective training to various target participants, aligning with Management objectives and Company KPIs.
  • Support daily operations and coordinate with frontline teams on processing.
  • Optimize operation processes, policies, and workflows, ensuring compliance with internal guidelines, legal requirements, and regulations.
  • Develop and review operation manuals, guaranteeing staff adherence to company standards and regulatory requirements.
  • Lead and manage campaign development projects, participating in project and product development, and system enhancements.
  • Motivate staff to achieve management objectives, improve job satisfaction, and loyalty.
Requirements

Qualified candidates must possess:

  • University degree or lower academic qualifications with substantial relevant experience (minimum 10 years) in customer services, preferably in retail banking, consumer products, or digital services.
  • Experience in digital services and/or corporate client services is highly desirable.
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal skills.
  • Good command of written and spoken English and Chinese languages.
Compensation Package

Our competitive compensation package includes an estimated annual salary of HK$550,000 - HK$700,000, depending on qualifications and experience. This role offers a unique opportunity to grow professionally and contribute to the success of Dah Sing Financial Group.

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