Senior Branch Customer Experience Manager

OCBC Bank (Hong Kong) Limited; Hong Kong Island; On-site; HKD 420,000 - 660,000; Full time

Job summary

OCBC Bank (Hong Kong) Limited is seeking a senior customer service professional to supervise counter service and ensure smooth branch operations in line with regulations. The role focuses on delivering high-quality customer service, resolving enquiries and complaints, and continuously improving processes for better customer experience.

The candidate should have a Diploma or above with at least 5 years of banking experience, strong communication and analytical abilities, and proficiency in

Qualifications

• Regulatory knowledge of banking operations.
• Customer-oriented with good communication.
• Strong numerical and analytical abilities.
• Ability to work under pressure and self-motivate.

Responsibilities

• Supervise counter service to ensure smooth and efficient branch operation in accordance with regulations, policies and guidelines.
• Ensure high quality of customer service and assist in resolving customers’ enquiries / complaints.
• Review branch operation procedures regularly to enhance work process and customer experience.
• Identify opportunities for promoting banking products and services.
• Assist with ad hoc projects as assigned.

Skills

Customer service

Communication

Interpersonal skills

Analytical skills

Numerical skills

English/Chinese/Putonghua

Education

Diploma or above

Tools

Microsoft Office

Job description

OCBC Bank (Hong Kong) Limited is seeking a senior customer service professional to supervise counter service and ensure smooth branch operations in line with regulations. The role focuses on delivering high-quality customer service, resolving enquiries and complaints, and continuously improving processes for better customer experience.

The candidate should have a Diploma or above with at least 5 years of banking experience, strong communication and analytical abilities, and proficiency in