Director, HK Client Care Centre

Job Summary

We are seeking an accomplished leader to steer our affluent Contact centre in Hong Kong. This pivotal role combines strategic leadership with hands-on team management, ensuring exceptional service delivery for our high-value clientele while driving innovation and operational excellence. The successful candidate will be a visionary people leader with a proven ability to transform service capabilities and execute cross-functional initiatives.

Responsibilities

Leadership & Team Excellence

• Guide and inspire a team of client service specialists to deliver outstanding results, setting clear performance benchmarks and development pathways.
• Build a culture of collaboration and continuous improvement, where team members are motivated to excel and grow professionally.
• Instil a client-centric mindset across the team, ensuring every interaction reflects our commitment to premium service standards.

Elevating Client Experience

• Design and implement service strategies tailored to the unique expectations of affluent clients, enhancing satisfaction and loyalty.
• Utilize data-driven insights to refine service approaches, address pain points, and capitalize on opportunities for enhancement.
• Oversee resource planning and workflow optimization to maintain seamless service delivery, even during high-demand periods.

Strategic Initiatives & Innovatio

• Lead high-impact projects, from digital upgrades to process redesign, ensuring they align with organizational objectives and elevate the client journey.
• Drive the integration of advanced tools and technologies, equipping the team with the skills to leverage these resources effectively.
• Act as a change agent, fostering adaptability and engagement as new systems and methodologies are introduced.

Business Alignment & Performance

• Partner with senior leaders and key stakeholders to align contact centre operations with broader business priorities.
• Monitor and refine operational and financial performance, balancing efficiency with the highest standards of client care.
• Serve as the voice of the Premium Client Service Centre in leadership forums, advocating for client needs and service enhancements.

Key Stakeholders

• Product Team
• Custody & Operation Team
• Client Contact Centre
• Client Experience (CEPG)
• Branche

Other Responsibilities
Embed Here for good and Group’s brand and values in Hong Kong / Client Centre / Securities Trading; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

• Education: Bachelor's degree in a relevant field or equivalent work experienc
• Licenses: Licenses RI registration is a plus (HKSI paper 1,7,8 required)
• Seasoned Leader: 10+ years in client service management, ideally within private banking, wealth management, or luxury sectors.
• People Developer: Demonstrated success in building high-performing teams through mentorship and empowerment.
• Project Driver: Experience leading complex initiatives, with a knack for translating strategy into actionable plans.
• Analytical Thinker: Comfortable interpreting data to inform decisions and measure impact.
• Communicator: Fluency in English and Cantonese, with the ability to influence at all levels.

Role Specific Technical Competencies

• Manage Conduct
• Manage Risk
• Manage People
• Call Centre Management
• Customer Experience Management
• Service Quality Monitoring
• Project Management