Tech Stack

Description

In this strategic leadership role, you will steer a multi-disciplinary team covering Banking and Insurance operations in Hong Kong. You will define service strategy, ensure seamless delivery, and integrate advanced AI solutions to scale efficiency, while driving operational excellence and regulatory compliance.

Requirements

• Proven experience in customer service management, preferably in financial services
• Strong knowledge of Hong Kong regulatory standards (HKMA, Insurance Authority)
• Experience with AI chatbot implementation and NLP capabilities in Cantonese and English
• Analytical skills to transform service data into actionable insights
• Strategic leadership and stakeholder management abilities

Responsibilities

• Direct and manage high-performance teams for Banking and Insurance customer operations
• Define and exceed departmental KPIs including CSAT, Response Time, Resolution Time
• Lead recruitment, professional development, and succession planning for Senior Representatives
• Act as liaison between Customer Operations and senior leadership for cross-functional initiatives
• Oversee end-to-end insurance support processes and quality assurance