Assistant Manager / Senior Officer, Quality and Operation Control

Dah Sing Financial Group; Hong Kong; On-site; HKD 360,000 - 540,000; Full time

Job summary

Dah Sing Financial Group in Hong Kong is seeking a detail-minded professional to support the Direct Channels Department. You will assist in operation risk/compliance reporting, monitor call quality, address customer complaints, and coach frontline staff to uphold regulatory standards.

The role requires strong English communication, familiarity with banking products, and the ability to work independently with cross‑functional partners. A long‑term, full‑time position is offered.

Qualifications

• Post-secondary education with at least 5 years’ relevant experience, preferably in banking, telemarketing or customer services related area.
• Familiar with banking products & operation flow.
• Capable of interacting with business partners, both internal and external.
• Detail minded and good team player.
• Excellent reading and writing communication in English.
• Excellent presentation/ command skill in both English and Chinese.

Responsibilities

• Prepare operation risk/compliance related reports and ensure timely completion of quality control and risk assessment.
• Regular call quality & call monitoring support to ensure the team meets the quality standard and complies with regulatory requirements.
• Handle customer complaints, investigations, and provide feedback to frontline staff.
• Provide regular training / coaching to frontline staff on control perspectives.
• Compile and review operation flows from time to time.
• Comply with internal guidelines, legal and regulatory requirements when delivering job duties.
• Handle ad-hoc tasks assigned by supervising managers.

Skills

Analytical thinking

Communication (ENG & CHN)

People management & coaching

Independent / problem solving

Interpersonal skills

Education

Post-secondary education

Job description

Job Purpose:

• To ensure all Direct Channels Department operation processes are fully complied with the regulations and standard set by the Bank and regulator.
• Acts as an account manager and provides support to operation risk/compliance reporting and monitoring of respective Direct Channels Department section.

Main Responsibilities:

• Help to prepare operation risk/compliance related report, ensure timely completion of quality control and risk assessment
• Regular call quality & call monitoring support to ensure the team meeting the quality standard and comply with regulatory compliance
• Handle customercomplaints, complaints investigation, analyst complaint case and provide proper feedback to frontline staff
• Provide regular training / coaching to frontline staff on the control perspective
• Compile and review operation flows from time to time
• Comply with internal guideline, legal and regulatory requirements when delivering job duties
• Handle Ad-hoc task assigned by supervising managers

Incumbent Requirements:

• Post-secondary education with at least 5 years’ relevant experience, preferably in banking, telemarketing or customer services related area
• Familiar with banking products & operation flow
• Capable of working independently with good analytical & logical mind
• Good people management, staff coaching & training skill
• Capable of interacting with business partners, both internal and external
• Detail mindedand good team player
• Excellent reading and writing communication in English
• Excellent presentation/ command skill in both English and Chinese

* Candidates with less experience will be considered as Senior Officer, Quality and Operation Control

## More Job Information

Job Function

• 銀行 · 金融服務 - 一般 · 其他

Employment Term

• 全職

Employment Term

• 長期

Education

• 中五至中七或DSE