VP, Customer Service Centre Operations

OCBC Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 600,000 - 800,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits package

Professional development opportunities

Community initiatives

Job summary

OCBC Bank (Hong Kong) Limited is seeking a dynamic Team Manager to lead the Business Service Centre, delivering prompt and accurate support to business banking customers via hotline and email. Drive standardized processes, supervise Service Managers, and ensure KPI targets are met with a customer-centric approach.

You will recruit, train and develop staff, collaborate with HR and L&D, and uphold regulatory and risk-management standards. Cantonese, Mandarin and English proficiency is essential.

Qualifications

• Bachelor's degree in Business Administration or a related field.
• 3–5 years in customer service with at least 3 years in a leadership role.
• Banking industry experience preferred.
• Proven ability to manage and motivate a team.
• Strong people management, communication and interpersonal skills.
• Understanding of regulatory requirements, risk and compliance in banking.
• Service mindset delivering exceptional customer experiences.
• Proficient in reading, writing Cantonese, Mandarin and English.

Responsibilities

• Oversee day-to-day operations of the Service Centre to meet KPIs.
• Develop and implement standardized processes to streamline operations.
• Monitor KPIs to identify areas for improvement and take actions.
• Foster a customer-centric culture and deepen customer relationships.
• Ensure compliance with legal, regulatory and governance requirements.
• Identify and mitigate operational risks and implement controls.
• Handle escalations and collaborate with stakeholders to improve processes.
• Manage staffing/utilization and coordinate HR/L&D for team development.

Skills

People management

Communication skills

Interpersonal skills

Regulatory/risk awareness

Education

Bachelor's degree in Business Administration or related field

Job description

OCBC Bank (Hong Kong) Limited is seeking a dynamic Team Manager to lead the Business Service Centre, delivering prompt and accurate support to business banking customers via hotline and email. Drive standardized processes, supervise Service Managers, and ensure KPI targets are met with a customer-centric approach.

You will recruit, train and develop staff, collaborate with HR and L&D, and uphold regulatory and risk-management standards. Cantonese, Mandarin and English proficiency is essential.