AVP, Business Service Centre - Customer Experience Leader

OCBC Bank; Hong Kong; On-site; HKD 502,000 - 781,000; Full time

Benefits offered by this job

Competitive base salary

Job summary

OCBC Bank Hong Kong is seeking a dynamic Team Manager to lead the Business Service Centre for our business banking clients. You will manage the Service Centre team, ensuring timely, accurate service via hotline and email while upholding quality standards and regulatory compliance.

You will develop standardized processes, monitor KPIs, and drive continuous improvement. The role requires Cantonese, Mandarin and English proficiency, a Bachelor’s degree in a related field, and 3–5 years in customer

Qualifications

• 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.

Responsibilities

• Oversee the day-to-day operations of the Service Centre, ensuring efficient and effective service delivery to meet service KPI.
• Develop and implement standardized processes, procedures, and policies to streamline operations and enhance service quality.
• Monitor KPIs and implement corrective actions to improve performance.
• Foster a customer-centric culture and deepen customer relationships.
• Ensure compliance with legal, regulatory, and corporate governance requirements.
• Identify and mitigate operational risks and implement controls.
• Handle escalations and collaborate with stakeholders for process improvements.
• Manage staffing and external resources, ensuring adequate levels and skills.
• Coordinate recruitment, training and development with HR and L&D.

Skills

People management

Leadership

Customer service

Regulatory compliance

Communication

Cantonese

Mandarin

English

Education

Bachelor’s degree in Business Administration or related field

Job description

OCBC Bank Hong Kong is seeking a dynamic Team Manager to lead the Business Service Centre for our business banking clients. You will manage the Service Centre team, ensuring timely, accurate service via hotline and email while upholding quality standards and regulatory compliance.

You will develop standardized processes, monitor KPIs, and drive continuous improvement. The role requires Cantonese, Mandarin and English proficiency, a Bachelor’s degree in a related field, and 3–5 years in customer