Manager, Customer Service (Fintech)

TL;DR

Manager, Customer Service (Fintech): Steering multi-disciplinary teams for banking and insurance customer operations in Hong Kong with an accent on operational excellence, regulatory compliance, and AI-driven digital transformation. Focus on leading AI chatbot implementation with NLP for Cantonese and English, optimizing service channels, and enhancing customer experience through data analysis and cross-functional collaboration.

Location: Hong Kong (Hybrid)

Company

hirify.global is a leading AI-powered personal finance aggregation platform operating in Singapore, Hong Kong, Taiwan, and the Philippines.

What you will do

• Direct high-performance teams for banking and insurance operations, aligning with Hong Kong market demands and exceeding KPIs like CSAT and response times.
• Develop customer service strategies, SOPs, and oversee channels including phone, email, chat, and social media for efficient resolutions.
• Lead AI chatbot roadmap, focusing on NLP for Cantonese/English, automation rates, and integration with service platforms.
• Analyze customer data and feedback to drive improvements and champion voice of the customer across Operations, Marketing, Product, and Engineering.
• Manage knowledge base, escalations, reporting, and compliance with HKMA and Insurance Authority guidelines.

Requirements

• Bachelor's degree in Business, Management, Communications, Finance or related; IIQE or banking certifications advantageous
• 5+ years in customer operations, 2+ years as Manager overseeing multi-functional teams
• Deep experience in Hong Kong financial services/Fintech, insurance, and banking landscape
• Track record in digital transformation and automation projects
• Advanced proficiency in CRM (Zendesk preferred) and workforce tools
• Understanding of AI customer service solutions including chatbots and NLP
• Ability to analyze data and lead change in fast-paced market

Nice to have

• Fully proficient in Cantonese and English (written/spoken)
• Understanding of Hong Kong cultural nuances and business etiquette

Culture & Benefits

• Competitive salary, annual leave, birthday/tenure leave, international remote work leave
• Professional training, career advancement, internal mobility
• Insurance, mental wellness program