Head of Customer Service & KYC Operations

Michael Page; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Job summary

Michael Page is recruiting for a leadership role in Hong Kong to oversee the customer service and KYC team within the financial services sector. You will develop strategies to boost customer satisfaction, manage inquiries and complaints, and ensure timely resolutions.

You will collaborate with internal departments, monitor KPIs, provide coaching, and ensure compliance with regulatory requirements while implementing service improvements.

Qualifications

• Strong background in customer service and KYC within the financial services industry.
• Proven ability to lead and manage a team effectively.
• Excellent problem-solving skills and attention to detail.

Responsibilities

• Overseeing the customer service/KYC team and ensuring adherence to service quality standards.
• Developing and implementing strategies to enhance customer satisfaction and loyalty.
• Managing customer inquiries and complaints, ensuring timely and effective resolution.
• Collaborating with internal departments to streamline processes and improve service efficiency.
• Monitoring key performance indicators and preparing regular performance reports.
• Providing leadership, coaching, and support to the customer service team.
• Ensuring compliance with company policies and regulatory requirements in the banking & financial services sector.
• Identifying opportunities for process improvements and implementing best practices.

Skills

Leadership

Customer service

KYC

Regulatory knowledge

People management

Communication

Job description

Michael Page is recruiting for a leadership role in Hong Kong to oversee the customer service and KYC team within the financial services sector. You will develop strategies to boost customer satisfaction, manage inquiries and complaints, and ensure timely resolutions.

You will collaborate with internal departments, monitor KPIs, provide coaching, and ensure compliance with regulatory requirements while implementing service improvements.