AVP, Business Service Centre

OCBC; Hong Kong; On-site; HKD 420,000 - 600,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Learning and development opportunities

Job summary

OCBC invites a dynamic Team Manager to lead our Business Service Centre, guiding Service Managers delivering prompt support to business banking customers via hotline and email, ensuring timely and accurate responses.

You will develop standardized processes, monitor KPIs, and foster a customer-centric culture while ensuring regulatory compliance. Strong leadership, communication, and Cantonese, Mandarin and English proficiency are essential.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 3-5 years in customer service with at least 3 years in a leadership role.
• Experience in the banking industry preferred.
• Proven ability to manage and motivate a team.
• Strong people management and communication skills.
• Understanding of regulatory requirements, risk management and compliance in banking.
• Proficient in Cantonese, Mandarin and English.

Responsibilities

• Oversee the day-to-day operations of the Service Centre to meet service KPIs.
• Develop and implement standardized processes to streamline operations and enhance service quality.
• Monitor KPIs and implement corrective actions.
• Foster a customer-centric culture and deepen customer relationships.
• Ensure compliance with legal, regulatory, and governance requirements.
• Identify and mitigate operational risks with appropriate controls.
• Handle escalations and collaborate with stakeholders for improvements.
• Manage staffing and optimize use of resources.
• Work with HR and L&D on recruitment and development for teams.

Skills

Leadership

Team management

Communication

Customer service

Cantonese

Mandarin

English

Education

Bachelor’s degree in Business Administration or related field

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.

We are seeking a dynamic and experienced Team Manager to lead our Business Service Centre team. You’ll lead a team of Service Managers in providing prompt and after sales support to our business banking customers, through our hotline / email channel, ensuring that their needs are addressed in an effective, timely and accurate manner.

Key Roles & Responsibilities:

• Oversee the day-to-day operations of the Service Centre, ensuring efficient and effective service delivery so as to meet service KPI .

• Develop and implement standardized processes, procedures, and policies to streamline operations and enhance service quality.

• Monitor key performance indicators (KPIs) to identify areas for improvement and implement appropriate corrective actions.

• Foster a customer-centric culture within the service centre, focusing on customer satisfaction, continuous improvement, and “go extra miles” to deepen customer relationship.

• Ensure compliance with relevant legal, regulatory, and corporate governance requirements.

• Identify and mitigate operational risks within the Service Centre, implementing appropriate controls and measures

• Handle escalation for client servicing issues and collaborate with internal stakeholders to identify opportunities for process improvement and implement solutions so as to ensure timely and accurate service delivery for investigation/ irregular cases

• Manage and optimize the utilization of staff and external resources, ensuring adequate staffing levels ad appropriate skill sets.

• Work closely with HR, L&D and be responsible for the recruitment, training and ongoing development need for Business Service Center teams.

Requirements:

• Bachelor’s degree in Business Administration or a related field.

• 3-5 years of experience in customer service, with at least 3 years in a leadership role.

• Experience in the banking industry is preferred.

• Proven ability to manage and motivate a team effectively.

• Strong people management, communication, and interpersonal skills.

• Sound understanding of regulatory requirements, risk management, and compliance in banking industry

• A strong service mindset with a commitment to delivering exceptional customer experiences.

• Proficient in reading, writing, and speaking Cantonese, Mandarin and English.

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.