Operations & Systems Manager - Call Center Optimization

CMB Wing Lung Bank Limited; Hong Kong; On-site; HKD 500,000 - 900,000; Full time

Job summary

CMB Wing Lung Bank Limited is seeking an experienced professional to lead the management of call centre business systems and drive improvements across front, middle, and back-office processes.

You will liaise with business units, compliance and IT to optimize products and processes, enhance customer experiences, and support daily retail operations. A strong background in retail banking call centre operations and AI/digitalization is preferred.

Qualifications

• Bachelor degree or above.
• 5+ years of relevant experience in retail banking call centre operations.
• Familiar with telephone hotline systems and the business logic of middle/back-office operating systems.
• Experience in digitalization and AI applications.
• Strong communication, organizational and analytical skills; able to work independently.

Responsibilities

• Take lead responsibility for the management of call centre business systems, including telephone hotline and various middle and back-office operating systems.
• Liaise with business departments, compliance and IT to drive product and process optimization and ensure effective implementation.
• Continuously enhance operational efficiency and customer experience of the call centre.
• Provide support for operational troubleshooting, process updates and training.
• Support daily operations of front and middle office retail business.

Skills

Communication

Organizational skills

Analytical skills

Independent work

Education

Bachelor degree

Tools

Telephone hotline systems

Middle and back-office systems

Job description

CMB Wing Lung Bank Limited is seeking an experienced professional to lead the management of call centre business systems and drive improvements across front, middle, and back-office processes.

You will liaise with business units, compliance and IT to optimize products and processes, enhance customer experiences, and support daily retail operations. A strong background in retail banking call centre operations and AI/digitalization is preferred.