AM to Manager, Contact Centre & Service Transformation

Job Summary:

We are seeking customer-focused and adaptable professionals to support the Contact Centre’s 7×24 operations. The role is responsible for delivering professional and timely customer service through phone and other designated channels, handling enquiries and service requests across multiple banking products, and supporting operational continuity during overnight hours, weekends, public holidays, system upgrades and service disruptions.

Main Responsibilities:

• Deliver professional and timely customer service through phone, email, chat and other designated service channels.

• Support the Bank's 7×24 Contact Centre operations on a rotational shift basis, including overnight shifts, weekends and public holidays.

• Handle customer enquiries across multiple banking products and services upon completion of the required training and accreditation.

• Resolve customer complaints and issues effectively, ensuring a positive customer experience.

• Leverage AI-enabled tools, digital solutions and knowledge management platforms to enhance productivity, service quality and customer experience in accordance with the Bank's policies and governance standards.

• Meet or exceed individual and team performance metrics, including call handling time and customer satisfaction scores.

• Collaborate with team members and other departments to address customer needs and improve service delivery.

• Identify opportunities for process improvements and provide feedback to management.

• Adhere to company policies and procedures, ensuring compliance with industry regulations.

Requirements

• Bachelor’s degree or above

• HKSI Type 1 RA is preferred

• At least 2 years of Contact Centre in banking or finance industry

• Proficient in MS Office applications including Chinese word processing.

• Excellent communication and writing skills in English, Cantonese and Putonghua.

• Customer-focused, attentive, accurate and reliable, with strong problem-solving and interpersonal skills.

• Able to understand customer needs and address customer concerns effectively and professionally.

• Self-motivated, adaptable and able to perform effectively under pressure in a fast-paced environment.

• Good team player with a positive attitude and willingness to collaborate across teams.

• Willing to work on a rotating shift basis, including overnight shifts, weekends and public holidays.

• Possess strong AI & Digital Dexterity, with the ability to embrace emerging technologies and leverage AI-enabled tools and digital solutions to enhance productivity, service quality and customer experience.

• Quick learner with the ability to adapt to new products, systems, technologies and operational processes.

• Experience in serving Premier Banking, Private Banking or other high-net-worth customer segments would be an advantage.