Head of Customer Service & KYC Operations

Michael Page (Hong Kong); Hong Kong; On-site; HKD 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary

Job summary

Michael Page (Hong Kong) is partnering with a leading Chinese securities firm to recruit a Head of Customer Service and KYC. The role oversees a small team, defining strategies to enhance customer satisfaction and loyalty, and ensuring timely resolution of inquiries and complaints.

You will collaborate with internal departments to streamline processes, monitor KPIs, and drive service improvements while ensuring adherence to regulatory requirements in the banking and financial services sector.

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.
• Knowledge of regulatory requirements in the banking & financial services sector.
• Strong communication and interpersonal skills to work with clients and internal teams.
• A proactive approach to identifying and implementing service improvements.

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

Customer service

KYC

Team leadership

Regulatory knowledge

Communication skills

Job description

Michael Page (Hong Kong) is partnering with a leading Chinese securities firm to recruit a Head of Customer Service and KYC. The role oversees a small team, defining strategies to enhance customer satisfaction and loyalty, and ensuring timely resolution of inquiries and complaints.

You will collaborate with internal departments to streamline processes, monitor KPIs, and drive service improvements while ensuring adherence to regulatory requirements in the banking and financial services sector.