Team Manager – Business Service Centre

Job Description

AVP, Business Service Centre | OCBC Bank

The Tone:
This is a full-time role at OCBC Bank, located in Hong Kong, China. OCBC Bank provides comprehensive financial services to its business customers. This position is crucial for leading a team that delivers prompt and effective after-sales support, ensuring business client needs are addressed efficiently and accurately through various communication channels.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – Hong Kong, China
• Team: Leads a team of Service Managers within the Business Service Centre.
• Mission: To ensure business banking customers receive effective, timely, and accurate after-sales support through hotline and email channels.

What You’ll Actually Do
• Operations Management: Oversee the daily operations of the Service Centre, ensuring efficient service delivery and the achievement of key performance indicators.
• Process Development: Develop and implement standardized processes, procedures, and policies to streamline operations and enhance overall service quality.
• Customer Focus: Foster a customer-centric culture within the service centre, prioritizing customer satisfaction and actively deepening customer relationships.
• Risk & Compliance: Ensure compliance with relevant legal, regulatory, and corporate governance requirements, while identifying and mitigating operational risks with appropriate controls.
• Team Leadership: Lead the recruitment, training, and ongoing development needs for the Business Service Center teams, optimizing staff utilization and skill sets.

The Must-Haves
• Background: Bachelor’s degree in Business Administration or a related field.
• Experience: 3-5 years of experience in customer service, with a minimum of 3 years in a leadership role.
• Skills: Strong people management, communication, and interpersonal abilities; sound understanding of banking regulatory requirements, risk management, and compliance; a strong service mindset with a commitment to delivering exceptional customer experiences; proficiency in reading, writing, and speaking Cantonese, Mandarin, and English.
• Bonus: Prior experience within the banking industry is preferred.