Manager, Service Quality & Transformation, Consumer Financial Services

OCBC Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 360,000 - 480,000; Full time

Benefits offered by this job

Competitive base salary

Holistic benefits

Professional development

Community initiatives

Wellbeing support

Job summary

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.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Customer service

Analytical thinking

Data analytics

Power BI

Excel Analytics

AI tools

Communication

Education

Bachelor's degree

Tools

Power BI

Excel

Job description

WHO WE ARE

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future‑ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future‑ready career. Your Opportunity Starts Here.

Job Summary

To manage customer complaints, feedback and service recovery cases, ensuring fair, timely and effective resolution in accordance with the Bank's policies and regulatory requirements. The role is also responsible for driving customer experience improvement and service transformation initiatives through the analysis of customer insights, Voice of Customer, operational trends and the adoption of AI and digital solutions to enhance service quality, efficiency and customer satisfaction.

What you do

• 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.

Who you are

• Degree or above in any field, with a strong focus on customer service and communication
• At least 3 years of complaint handling experience in banking industry
• 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)
• Strong analytical and problem‑solving skills with the ability to identify root causes and recommend practical solutions.
• Experience in data analytics and dashboard preparation (e.g. Power BI, Excel Analytics)
• Proficient in the use of AI productivity tools (e.g. Microsoft Copilot or equivalent) for analysis, reporting, content drafting and process improvement
• Ability to work independently as well as part of a team

What we offer

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry‑leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

Let’s build the bank we need for the future we want. Find the best version of yourself in a friendly, supportive team. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future‑ready career. Your Opportunity Starts Here.

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly‑owned subsidiary, Bank of Singapore, which operates on a unique open‑architecture product platform to source for the best‑in‑class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.