Manager, Service Quality & CX Transformation

OCBC Bank (Hong Kong) Limited; Hong Kong; Presencial; HKD 360 000 - 480 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive base salary

Holistic benefits

Professional development

Community initiatives

Wellbeing support

Resumo da oferta

OCBC Bank (Hong Kong) Limited is seeking a customer experience professional to manage complaints, feedback and service recovery, ensuring fair and timely resolutions. You will analyze customer insights and operational trends, and apply AI and digital tools to improve service quality and overall satisfaction.

The role requires strong communication in English, Cantonese and Putonghua, collaboration across business units and reporting to management through regular dashboards and presentations.

Qualificações

• Degree or above in any field with a strong focus on customer service.
• At least 3 years of complaint handling experience in banking.
• Customer-centric mindset with a passion for improving customer satisfaction.
• Strong verbal and writing skills in English, Cantonese and Putonghua.
• Familiar with regulatory complaint handling policy (HKMA-SPM-IC4).
• Experience in data analytics and dashboard preparation (Power BI, Excel).

Responsabilidades

• Handle end-to-end customer complaints, investigations and resolutions, ensuring compliance with internal policies and regulatory requirements.
• Manage customer feedback, compliments and service recovery cases; analyze trends and identify opportunities to enhance customer experience.
• Drive customer experience and service quality improvement initiatives through root cause analysis, customer journey reviews and process enhancements.
• Utilize data analytics and AI-enabled tools to generate customer insights, identify trends, enhance reporting efficiency and support process automation.
• Prepare regular management reports, dashboards and presentations on complaints, customer feedback, service quality metrics and key customer experience trends.
• Collaborate with business units, operations, compliance, legal, risk and technology teams to investigate issues, implement corrective actions and support customer‑centric initiatives.

Conhecimentos

Customer service

Analytical thinking

Data analytics

Power BI

Excel Analytics

AI tools

Communication

Formação académica

Bachelor's degree

Ferramentas

Power BI

Excel

Descrição da oferta de emprego

OCBC Bank (Hong Kong) Limited is seeking a customer experience professional to manage complaints, feedback and service recovery, ensuring fair and timely resolutions. You will analyze customer insights and operational trends, and apply AI and digital tools to improve service quality and overall satisfaction.

The role requires strong communication in English, Cantonese and Putonghua, collaboration across business units and reporting to management through regular dashboards and presentations.