Manager/ AVP, Customer Service (Telephone Servicing)Handle inbound and outbound calls from Banking and Credit Card customers on a shift basis. Assist Team Managers in leading and monitoring the agents to enhance their capabilities and professionalism; empower the agents to optimize the efficiency of their performance. Handle customer complaints when required. Identify and drive process improvement areas to enhance customer experience. Perform ad hoc assignments as directed by management. Requirements Degree Holder Minimum 5 years of Contact Centre experience in the banking/finance industry HKSI Type 1 RA is preferred Proficient in MS Office applications including Chinese word processing Knowledge of Contact Centre Operations, including voice, chat, and other non-voice channels Excellent communication and writing skills in English, Cantonese, and Putonghua Detail-oriented, attentive, well-planned, with negotiation skills and risk awareness Knowledge of relevant technology, regulations, and standards Strong coaching and team management skills Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries Banking
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Ocbc | Manager/ Avp, Customer Service (telephone Servicing)
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Ocbc | Manager/ Avp, Customer Service (telephone Servicing)
Hong Kong, Hong Kong,
Modified January 11, 2025
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Employer's info
OCBC Bank is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. It is ranked by Bloomberg Markets as the world's strongest bank in 2011 and 2012.
OCBC Bank and its subsidiaries offer a broad array of specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.
OCBC Bank’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has a network of over 470 branches and representative offices in 15 countries and territories, including about 350 branches and offices in Indonesia that are operated by its subsidiary, Bank OCBC NISP.
OCBC Bank's insurance subsidiary, Great Eastern Holdings, is the largest insurance group in Singapore and Malaysia by assets. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia. Private banking services are provided by subsidiary Bank of Singapore, which continued to gain industry recognition in 2011 including being voted “Outstanding Private Bank in Asia Pacific” by Private Banker International.
For more information, please visit www.ocbc.com.
Specialties
Consumer banking,
Corporate banking,
Investment banking,
Global wealth management