Assistant Customer Experience Manager - Shareholder Services

Computershare; Hong Kong; On-site; HKD 360,000 - 480,000; Full time

Benefits offered by this job

Flexible work

Health & wellbeing

Share purchase plan

Recognition & team events

Welcoming community

Job summary

The Assistant Customer Experience Manager at Computershare in Hong Kong leads a small team to deliver outstanding shareholder service across transfer counters, enquiry offices, phone, email and digital channels. You’ll handle escalations with sensitivity, ensuring timely resolutions while complying with policies and regulatory requirements.

You will partner with the Contact Centre and Operations teams to drive service excellence, monitor feedback and trends, and present management reports on

Qualifications

• Experience delivering high-quality customer service across multiple channels.
• Escalation point for complex or sensitive shareholder cases.
• Coaching and mentoring junior team members to foster learning and accountability.

Responsibilities

• Lead and support a small team to deliver high-quality customer service and achieve service objectives.
• Act as escalation point for complex, sensitive, or high-priority shareholder cases.
• Monitor service quality, feedback, complaint trends, and enquiry volumes to identify process improvements.
• Prepare and present regular management reports on customer service performance and key metrics.
• Contribute to the implementation of customer experience initiatives and policies.
• Ensure compliance with internal policies and regulatory requirements.
• Coach and mentor junior staff to foster a customer-centric culture.
• Contribute to projects aimed at improving operational efficiency and the overall customer experience.

Skills

Customer service

Team leadership

Data analysis

Job description

The Assistant Customer Experience Manager at Computershare in Hong Kong leads a small team to deliver outstanding shareholder service across transfer counters, enquiry offices, phone, email and digital channels. You’ll handle escalations with sensitivity, ensuring timely resolutions while complying with policies and regulatory requirements.

You will partner with the Contact Centre and Operations teams to drive service excellence, monitor feedback and trends, and present management reports on