Customer Experience Delivery Manager, Customer Contact Centre (Retail Banking)

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

Customer Experience Delivery Manager, Customer Contact Centre (Retail Banking)

Proactively engage prospective and existing customers via different channels (e.g. outbound calling) to build and strengthen portfolio relationships, identify needs, and generate new business opportunities.

Conduct needs-based consultations on customer enquiry, including banking and investment products

Actively support the execution of marketing campaigns and business initiatives to achieve sales and relationship-building targets.

Ensure all client interactions, transactions, and execution of marketing campaigns are carried out in full compliance with internal policies, regulatory guidelines (e.g., HKMA, SFC), and anti-money laundering (AML) requirements.

Collaborate closely with internal stakeholders, including product, compliance, operations, and marketing teams, to ensure smooth execution of client servicing and sales strategies.

Leverage digital tools and AI-enabled platforms to enhance productivity, client engagement, and operational efficiency.

Perform other ad hoc duties as required to support team objectives and business growth.

Qualifications & Requirements:

A bachelor’s degree in Business, Finance, Law, Marketing, or a related discipline; legal or compliance background is highly advantageous.

Minimum 3 years of relevant experience in banking, financial advisory, insurance, or sales roles within the financial services sector, with a strong understanding of retail and/or wealth banking products (e.g., loans, credit cards, investments, insurance).

Professional qualifications are highly desirable, including: 1. Insurance Intermediaries Qualifying Examination (IIQE) 2. Hong Kong Securities and Investment Institute (HKSI) Licensing Examinations (e.g., Type 1, 4, or relevant modules depending on scope of work)

Excellent communication skills in English and Chinese (both spoken and written); Mandarin proficiency is essential.

Strong interpersonal, negotiation, and presentation skills, with a customer-centric mindset and a results-driven attitude.

Proficient in Microsoft Office Suite, particularly Excel, PowerPoint, and Word; familiarity with CRM systems and digital sales tools is a plus.

Self-motivated, adaptable to change, and comfortable working in a performance-driven and compliance-focused environment.