Customer Experience Delivery Manager, Customer Contact Centre (Retail Banking)

CMB Wing Lung Bank Limited

Key Responsibilities:

Proactively engage prospective and existing customers via different channels (e.g. outbound calling) to build and strengthen portfolio relationships, identify needs, and generate new business opportunities.
Conduct needs-based consultations on customer enquiry, including banking and investment products
Actively support the execution of marketing campaigns and business initiatives to achieve sales and relationship-building targets.
Ensure all client interactions, transactions, and execution of marketing campaigns are carried out in full compliance with internal policies, regulatory guidelines (e.g., HKMA, SFC), and anti-money laundering (AML) requirements.
Collaborate closely with internal stakeholders, including product, compliance, operations, and marketing teams, to ensure smooth execution of client servicing and sales strategies.
Leverage digital tools and AI-enabled platforms to enhance productivity, client engagement, and operational efficiency.
Perform other ad hoc duties as required to support team objectives and business growth.

Qualifications & Requirements:

A bachelor’s degree in Business, Finance, Law, Marketing, or a related discipline; legal or compliance background is highly advantageous.
Minimum 3 years of relevant experience in banking, financial advisory, insurance, or sales roles within the financial services sector, with a strong understanding of retail and/or wealth banking products (e.g., loans, credit cards, investments, insurance).
Professional qualifications are highly desirable, including: 1. Insurance Intermediaries Qualifying Examination (IIQE) 2. Hong Kong Securities and Investment Institute (HKSI) Licensing Examinations (e.g., Type 1, 4, or relevant modules depending on scope of work)
Excellent communication skills in English and Chinese (both spoken and written); Mandarin proficiency is essential.
Strong interpersonal, negotiation, and presentation skills, with a customer-centric mindset and a results-driven attitude.
Proficient in Microsoft Office Suite, particularly Excel, PowerPoint, and Word; familiarity with CRM systems and digital sales tools is a plus.
Self-motivated, adaptable to change, and comfortable working in a performance-driven and compliance-focused environment.