Banking Customer Experience Delivery Lead

CMB Wing Lung Bank Limited; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

CMB Wing Lung Bank Limited is seeking a Customer Experience Delivery Manager for its Customer Contact Centre in Retail Banking. The role focuses on building relationships, advising on banking and investment products, and driving sales and service excellence across channels.

You will collaborate with multiple internal teams to ensure compliant, efficient servicing and leverage digital tools to enhance client engagement. Mandarin, English and Chinese language skills are essential.

Qualifications

• Bachelor’s degree in Business, Finance, Law, Marketing, or related discipline.
• Minimum 3 years in banking, financial advisory, insurance, or sales roles in financial services.
• Professional qualifications such as IIQE or HKSI licensing are desirable.
• Excellent communication in English and Chinese; Mandarin essential.

Responsibilities

• Proactively engage customers via different channels to build relationships and identify needs.
• Conduct needs-based consultations on banking and investment products.
• Support execution of marketing campaigns and business initiatives to hit targets.
• Ensure all interactions comply with internal policies and AML guidelines.
• Collaborate with product, compliance, operations, and marketing teams for smooth execution.
• Leverage digital tools and AI-enabled platforms to boost productivity and engagement.
• Perform ad hoc duties to support team objectives.

Skills

Communication skills

Interpersonal skills

Negotiation

Presentation skills

Customer-centric mindset

Education

Bachelor's degree (Business, Finance, Law, Marketing or related)

Legal/compliance background advantageous

Tools

CRM systems

Microsoft Office

Job description

CMB Wing Lung Bank Limited is seeking a Customer Experience Delivery Manager for its Customer Contact Centre in Retail Banking. The role focuses on building relationships, advising on banking and investment products, and driving sales and service excellence across channels.

You will collaborate with multiple internal teams to ensure compliant, efficient servicing and leverage digital tools to enhance client engagement. Mandarin, English and Chinese language skills are essential.