Manager, Service Quality & Transformation, Consumer Financial Services

OCBC; Hong Kong; On-site; HKD 360,000 - 600,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Professional development opportunities

Wellbeing programs

Job summary

OCBC Bank in Hong Kong seeks a customer experience professional to manage complaints, feedback and service recovery cases, ensuring fair and timely resolution aligned with policies and regulatory requirements.

You will drive customer experience improvements using insights, analytics and AI tools, prepare management reports, and collaborate with operations, compliance and IT to deliver a customer-centred journey.

Qualifications

• Degree or above in any field with a focus on customer service.
• At least 3 years of complaint handling experience in banking.
• Customer-centric mindset with a passion for satisfaction improvements.
• Strong English, Cantonese and Putonghua communication skills.
• Familiar with HKMA-SPM-IC4 regulatory complaint handling policy.
• Analytical/problem-solving abilities with root-cause identification.
• Experience in data analytics and dashboard preparation (Power BI, Excel).
• Proficient with AI productivity tools for analysis and reporting.
• Able to work independently and in a team.

Responsibilities

• Complaint & Regulatory Management: Handle end-to-end complaints and investigations.
• Customer Feedback & Voice: Analyze trends and opportunities to enhance experience.
• Service Transformation: Drive improvement initiatives via root-cause analysis.
• Data Analytics & AI Enablement: Use analytics and AI tools to derive insights.
• Management Reporting: Prepare dashboards and presentations on trends.
• Stakeholder Management: Collaborate across units to implement corrective actions.

Skills

Customer service

Data analytics

Communication

Teamwork

Problem solving

Education

Bachelor's degree or above

Tools

Power BI

Excel Analytics

Microsoft Copilot

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.

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

• Complaint & Regulatory Management: Handle end‑to‑end customer complaints, investigations and resolutions, ensuring compliance with internal policies and regulatory requirements.
• Customer Feedback & Voice: Manage customer feedback, compliments and service recovery cases; analyze trends and identify opportunities to enhance customer experience.
• Service Transformation & Process Improvement: Drive customer experience and service quality improvement initiatives through root cause analysis, customer journey reviews and process enhancements.
• Data Analytics & AI Enablement: Utilize data analytics and AI‑enabled tools to generate customer insights, identify trends, enhance reporting efficiency and support process automation.
• Management Reporting: Prepare regular management reports, dashboards and presentations on complaints, customer feedback, service quality metrics and key customer experience trends.
• Stakeholder Management: 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.