Customer Experience Manager - Personal Banking

The Bank of East Asia, Limited; Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Job summary

The Bank of East Asia, Limited (BEA) invites applications for the role of Customer Experience Manager - Personal Banking in its Hong Kong branch. The incumbent will be the first point of contact for customers, ensuring a warm, caring service journey and directing clients to the appropriate departments to fulfill their needs.

Responsibilities include driving accurate transaction processing, maintaining high service standards, and updating staff on product and marketing information.

Qualifications

• Bachelor's degree or above preferred.
• 6 years banking experience with 2 years supervisory preferred.
• HKSI licensing (Papers 1,7 & 8) or equivalent; IIQE Papers 1-3; HKIB qualification an advantage.

Responsibilities

• Act as the first contact point of customers in a warm and caring manner to ensure their journey with BEA is highly satisfactory.
• Understand customers' needs and direct them to the right area of the branch to fulfill during visits.
• Evaluate customer preferences and identify opportunities to enhance customer relationship.
• Drive fast and accurate transaction processing to serve customers in accordance with standard procedures.
• Manage and enhance service quality in the branch.
• Keep the branch staff updated on latest product and marketing information.
• Mobilize the branch staff to cope with changes in traffic and service requirement.
• Address customers’ dissatisfaction and provide alternatives or solutions.
• Manage referral sales performance of the branch.

Skills

Banking experience

Supervisory experience

Customer service

Communication skills

Bilingual English/Chinese

Education

University degree preferred

Job description

Customer Experience Manager - Personal Banking

Act as the first contact point of customers in a warm and caring manner to ensure their journey with BEA is highly satisfactory

Understandcustomers' needs and direct them to the right area of the branch to ensuretheir needs are fulfilled during their visits

Evaluate customer preferences and identify opportunities to enhance customer relationship

Drive fast and accurate transaction processing to serve customers in accordance with standard procedures

Manage and enhance service quality in the branch

Keep the branch staff updated on latest product and marketing information

Mobilize the branch staff to cope with changes in traffic and service requirement

Address customers’ dissatisfaction and provide alternatives or solutions

Manage referral sales performance of the branch

Requirements

University graduate is preferred

Minimum of 6 years’ relevant banking experience of which 2 years at supervisory level preferred

Passed in the Hong Kong Securities Institute Licensing ExaminationPapers 1, 7, & 8 or equivalent

Passed in theMPF and Insurance Intermediaries Qualifying Examinations, i.e.IIQE Papers 1, 2, 3 or equivalent

Relevant HKIB qualification is an advantage

Excellent service mindset and highly customer-focused

Excellent communication and interpersonal skills

Strong technical knowledge of retail banking products and services, delivery channels and self-service machines

Proficiency in computer and tablet/mobile computing devices

Good understanding of branch operations, policies, procedures, practices, rules and sales compliance requirements

Good command of both spoken and written English and Chinese, Putonghua a plus

(Candidates with less working experience will be considered for the position of Assistant Customer Experience Manager)

This position is subject to the Mandatory Reference Checking (MRC) Scheme which is implemented by the Hong Kong Monetary Authority (HKMA). In the event of BEA proceeding with a potential offer, you are obligated to give consent for the bank to conduct reference checks with your previous employers as part of the final assessment of your suitability for this role. For more details, please visit The Hong Kong Association of Banks (HKAB)’s website under the Industry Guidelines for FAQs regarding In-Scope Individuals in the MRC Scheme (https://www.hkab.org.hk/en/page/5/mandatory-reference-checking-scheme-phase-2). Further information can also be provided on request.

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Data Policy, which is available upon request. Applicants who are not invited for interviews within six weeks may consider their applications unsuccessful and the personal data collected will be destroyed after 1 year.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Hong Kong?

Incorporated in Hong Kong in 1918, The Bank of East Asia, Limited ("BEA") is dedicated to providing comprehensive wholesale banking, personal banking, wealth management, and investment services to its customers in Hong Kong, the Chinese Mainland, and other major markets around the world.

BEA is a leading Hong Kong-based financial services group listed on The Stock Exchange of Hong Kong, serving the needs of customers throughout Greater China and beyond, with total consolidated assets of HK$891.4 billion (US$113.5 billion) as of 30 June 2025. BEA also operates one of the largest branch networks in Hong Kong, with 47 branches, 41 SupremeGold Centres, and 3 i-Financial Centres.

Incorporated in Hong Kong in 1918, The Bank of East Asia, Limited ("BEA") is dedicated to providing comprehensive wholesale banking, personal banking, wealth management, and investment services to its customers in Hong Kong, the Chinese Mainland, and other major markets around the world.

BEA is a leading Hong Kong-based financial services group listed on The Stock Exchange of Hong Kong, serving the needs of customers throughout Greater China and beyond, with total consolidated assets of HK$891.4 billion (US$113.5 billion) as of 30 June 2025. BEA also operates one of the largest branch networks in Hong Kong, with 47 branches, 41 SupremeGold Centres, and 3 i-Financial Centres.