Lead and transform customer service operations for a top financial technology platform in Hong Kong, with a strategic focus on Banking and Insurance services. As Manager, Customer Service, you will oversee end-to-end customer support functions, ensuring seamless, compliant, and customer-centric experiences across voice, email, chat, and social channels.
Key Responsibilities
- Manage and mentor teams handling customer operations, fostering professional growth and building bench strength for future leadership roles.
- Set and exceed performance benchmarks for customer satisfaction, response efficiency, and resolution quality while maintaining cost-effective service delivery.
- Design and refine service strategies, policies, and SOPs to enhance efficiency and elevate the customer journey across all interaction points.
- Ensure full compliance with Hong Kong regulations, including HKMA and Insurance Authority standards, across all customer-facing and internal processes.
- Oversee insurance-specific support workflows—policy inquiries, premium assistance, and claims coordination—ensuring timely and accurate resolution.
- Drive digital transformation by leading the integration of AI chatbots with NLP capabilities in Cantonese and English, improving automation rates and self-service adoption.
- Collaborate with technical teams to define chatbot logic, assess performance, and refine conversational design for optimal user experience.
- Analyze customer sentiment, feedback patterns, and service metrics to identify root causes, anticipate trends, and recommend systemic improvements.
- Act as escalation point for complex customer cases, balancing brand trust with regulatory requirements.
- Translate customer service data into strategic insights, supporting leadership with reports on volume trends, agent performance, and operational efficiency.
Qualifications and Experience
- Bachelor’s degree in Business, Finance, Communications, or a related field.
- Minimum of five years in customer operations, including at least two years in a managerial role leading cross-functional teams.
- Proven background in Hong Kong’s financial services or fintech sector, with strong understanding of banking and insurance operations.
- Experience leading automation or digital transformation initiatives, particularly in AI-driven customer service.
- Proficiency with CRM platforms such as Zendesk and workforce management systems.
- Familiarity with AI technologies including chatbots, virtual assistants, and NLP concepts.
- Demonstrated ability to analyze complex data and implement scalable solutions in high-pressure environments.
- Change leadership skills with adaptability to fast-moving markets.
- Insurance or banking certifications (e.g., IIQE) are a strong advantage.
Work Environment and Benefits
- Based in Hong Kong with access to international remote work leave.
- Competitive salary and comprehensive benefits package, including health coverage and mental wellness support.
- Generous time-off policies: annual, birthday, tenure, and remote work leave.
- Investment in professional development, career progression, and internal mobility.
- Collaborative culture focused on innovation, customer experience, and continuous learning.
