AM to Manager, Contact Centre & Service Transformation, Consumer Financial Services

OCBC; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

OCBC in Hong Kong seeks customer-focused professionals to support the 7×24 Contact Centre, delivering professional service by phone, email, chat and other channels across banking products.

You will undergo training, handle inquiries, resolve issues and leverage AI-enabled tools to boost productivity while meeting key performance metrics and ensuring a positive customer experience.

Qualifications

• Bachelor’s degree or above.
• HKSI Type 1 RA preferred.
• At least 2 years of Contact Centre experience in banking/finance.
• Proficient in MS Office applications including Chinese word processing.
• Excellent communication and writing skills in English, Cantonese and Putonghua.
• Customer-focused, attentive, accurate and reliable with strong problem-solving and interpersonal skills.
• Able to understand customer needs and address concerns effectively and professionally.
• Willing to work on rotating shifts, including overnights and public holidays.
• Experience with AI-enabled tools and digital solutions is a plus.

Responsibilities

• Provide professional customer service through phone, email, chat and other channels.
• Support 7×24 Contact Centre operations on rotating shifts, including overnights and holidays.
• Handle inquiries across multiple banking products following training.
• Resolve complaints to ensure a positive customer experience.
• Leverage AI-enabled tools, digital solutions and knowledge platforms to boost productivity and service quality.
• Meet or exceed individual and team performance metrics.
• Collaborate with teams to address customer needs and improve service delivery.
• Identify opportunities for process improvements and provide feedback to management.
• Adhere to policies and regulatory requirements.

Skills

English proficiency

Cantonese

Putonghua

Customer service

Communication skills

Team player

Education

Bachelor’s degree

Tools

MS Office

Chinese word processing

Job description

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

Job Summary:

We are seeking customer-focused and adaptable professionals to support the Contact Centre’s 7×24 operations. The role is responsible for delivering professional and timely customer service through phone and other designated channels, handling enquiries and service requests across multiple banking products, and supporting operational continuity during overnight hours, weekends, public holidays, system upgrades and service disruptions.

Main Responsibilities:

• Deliver professional and timely customer service through phone, email, chat and other designated service channels.

• Support the Bank’s 7×24 Contact Centre operations on a rotational shift basis, including overnight shifts, weekends and public holidays.

• Handle customer enquiries across multiple banking products and services upon completion of the required training and accreditation.

• Resolve customer complaints and issues effectively, ensuring a positive customer experience.

• Leverage AI-enabled tools, digital solutions and knowledge management platforms to enhance productivity, service quality and customer experience in accordance with the Bank’s policies and governance standards.

• Meet or exceed individual and team performance metrics, including call handling time and customer satisfaction scores.

• Collaborate with team members and other departments to address customer needs and improve service delivery.

• Identify opportunities for process improvements and provide feedback to management.

• Adhere to company policies and procedures, ensuring compliance with industry regulations.

Requirements

• Bachelor’s degree or above

• HKSI Type 1 RA is preferred

• At least 2 years of Contact Centre in banking or finance industry

• Proficient in MS Office applications including Chinese word processing.

• Excellent communication and writing skills in English, Cantonese and Putonghua.

• Customer-focused, attentive, accurate and reliable, with strong problem-solving and interpersonal skills.

• Able to understand customer needs and address customer concerns effectively and professionally.

• Self-motivated, adaptable and able to perform effectively under pressure in a fast-paced environment.

• Good team player with a positive attitude and willingness to collaborate across teams.

• Willing to work on a rotating shift basis, including overnight shifts, weekends and public holidays.

• Possess strong AI & Digital Dexterity, with the ability to embrace emerging technologies and leverage AI-enabled tools and digital solutions to enhance productivity, service quality and customer experience.

• Quick learner with the ability to adapt to new products, systems, technologies and operational processes.

• Experience in serving Premier Banking, Private Banking or other high-net-worth customer segments would be an advantage.

What we offer:

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.