Service Quality & Transformation Manager, Banking

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

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.