Assistant Manager/Manager, Customer Service

OCBC; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job summary

OCBC Bank Hong Kong is seeking an experienced SME Operations professional to support routine SME account operations, ensuring adherence to established procedures and service standards.

You will coordinate with customers and multiple departments on AML, remittance, and account amendments, handle SME client emails and inquiries, and assist supervisors and account managers with process improvements. This role emphasizes accuracy and teamwork in a fast-paced banking environment, with room for growth.

Qualifications

• Minimum Form 5 / DSE with a Diploma.
• 5–8 years of SME banking and AML experience.
• Proficient in MS Office.
• Detail-oriented with strong interpersonal and teamwork skills.
• Fluent in English, Cantonese and Putonghua.

Responsibilities

• Support SME account operations and ensure adherence to procedures.
• Coordinate with customers and departments on risk, AML, remittance, and service requests.
• Handle SME client emails and inquiries, update account amendments, collect documents, and address feedback or complaints.
• Assist supervisor in structuring processes and meeting service standards.
• Assist AM with problem-solving and timely escalation.

Tools

MS Office

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.

What you will be doing:

• Support the routine operations of SME account to ascertain adherence to proper procedure.
• Coordinate with customers and various departments in dealing with operational risk, AML, remittance, service request/amendment related matter.
• Handle SME client email/written enquiry such as the progress update of account amendment, banking service application, outreach customer to collect requested documents and to resolve customer’s feedback or handle complaint referred by Customer Care.
• Provide assistant to supervisor in structuring operation process, to support department to fulfill and exceed service standard and adhoc tasks and project assigned by the supervisor.
• Provide assistant to AM on problem solving and timely escalation to senior if necessary

What are we looking for:

• Form 5/ DSE full certificate / Diploma holder
• 5 to 8 years banking experience in SME banking and AML
• Good PC skills in using MS Office
• Detail-minded, good interpersonal and communication skills and can work well in a team
• Proficiency in both written and spoken English, Cantonese and Putonghua.

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.