Team Manager/Team Leader, Customer Care (Banking)

TL;DR

Team Manager/Team Leader, Customer Care (Banking): Managing and improving a customer service contact centre team with an accent on service standards, operational efficiency, regulatory compliance, and customer satisfaction. Focus on coaching service specialists, reducing complaints, increasing NPS, and driving sales opportunities across customer contact channels.

Location: Onsite in Hong Kong (SAR). The role includes rotating shifts covering days, nights, weekends, and public holidays, with a five-day working week.

Company

hirify.global is a Hong Kong virtual bank delivering digital banking products, customer experiences, and financial management services.

What you will do

• Manage and motivate the Customer Service team by establishing service standards and monitoring key performance indicators.
• Identify improvement opportunities and implement service excellence initiatives across customer contact channels.
• Develop and enhance customer service procedures and guidelines to improve quality and operational efficiency.
• Reduce complaints, increase NPS, and identify opportunities to drive sales through customer interactions.
• Ensure compliance with internal policies, external regulatory requirements, operational risk controls, and ethical standards.
• Coach, guide, and train team members while supporting ad hoc operational projects.

Requirements

• University degree in a related discipline or other relevant qualifications.
• At least 2 years of relevant experience, preferably in banking products and call centre operations.
• Good verbal communication skills in Cantonese, English, and Mandarin.
• Hong Kong Securities and Investment Institute Papers 1, 7, and 8 investment license required.
• Experience managing consumer or retail banking channels and call centres, including product support, hotline setup, phone banking projects, sales, and service management.
• Ability to provide excellent telephone customer service, solve problems, and manage rotating shifts.

Nice to have

• Knowledge of banking products, digital banking, deposits, investment, and insurance.
• Strong call centre operations and people management experience.
• Less experience may be considered for the Team Leader level.

Culture & Benefits

• Work with experienced professionals in a leading Hong Kong virtual bank.
• Use modern technology to deliver digital banking and customer service experiences.
• Access banking and lifestyle benefits.
• Work in an environment focused on customer research, data security, privacy, and data ethics.