AVP, Business Service Centre

Job Description

We are seeking a dynamic and experienced Team Manager to lead our Business Service Centre team. You’ll lead a team of Service Managers in providing prompt and after sales support to our business banking customers, through our hotline / email channel, ensuring that their needs are addressed in an effective, timely and accurate manner.

Key Roles & Responsibilities:

• Oversee the day-to-day operations of the Service Centre, ensuring efficient and effective service delivery so as to meet service KPI .

• Develop and implement standardized processes, procedures, and policies to streamline operations and enhance service quality.

• Monitor key performance indicators (KPIs) to identify areas for improvement and implement appropriate corrective actions.

• Foster a customer-centric culture within the service centre, focusing on customer satisfaction, continuous improvement, and “go extra miles” to deepen customer relationship.

• Ensure compliance with relevant legal, regulatory, and corporate governance requirements.

• Identify and mitigate operational risks within the Service Centre, implementing appropriate controls and measures

• Handle escalation for client servicing issues and collaborate with internal stakeholders to identify opportunities for process improvement and implement solutions so as to ensure timely and accurate service delivery for investigation/ irregular cases

• Manage and optimize the utilization of staff and external resources, ensuring adequate staffing levels ad appropriate skill sets.

• Work closely with HR, L&D and be responsible for the recruitment, training and ongoing development need for Business Service Center teams.

Requirements:

• Bachelor’s degree in Business Administration or a related field.

• 3-5 years of experience in customer service, with at least 3 years in a leadership role.

• Experience in the banking industry is preferred.

• Proven ability to manage and motivate a team effectively.

• Strong people management, communication, and interpersonal skills.

• Sound understanding of regulatory requirements, risk management, and compliance in banking industry

• A strong service mindset with a commitment to delivering exceptional customer experiences.

• Proficient in reading, writing, and speaking Cantonese, Mandarin and English.