Customer Experience Transformation Lead

1 day ago


Hong Kong, Central and Western District, Hong Kong SAR China Dah Sing Financial Group Full time
Company Overview
The Dah Sing Group is a leading financial services group in Hong Kong, offering banking, insurance, and financial services through its extensive network. Our values are built around caring, teamwork, and progressiveness. We foster an environment where individuals can grow and develop their skills.

Job Description
As the Senior Customer Services Manager, you will lead a team responsible for training, support, and campaign management. You will provide comprehensive training to customer-facing staff, ensuring efficient and high-quality service delivery. Additionally, you will offer support to the Customer Services Team to enhance overall operational performance. Furthermore, you will manage various campaign development projects for the Contact Centre, focusing on effectiveness and ongoing improvement.

Main Responsibilities:
  • Lead the team in designing, updating, and reviewing training materials at regular intervals.
  • Deliver quality training aligned with Management objectives and Company KPIs to diverse target participants.
  • Support daily operations and coordinate with frontline staff on processing tasks.
  • Review current processes, streamline them as necessary, and optimize operation policies and workflow.
  • Develop and review operation manuals to ensure compliance with internal guidelines, laws, and regulations.
  • Lead team members on different campaign development projects and contribute to product and system enhancements.


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