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Head of Customer Services - Financial Services - Hong Kong

Gravitas Recruitment Group

2020-07-14 22:01:01

Job location Hong Kong, Hong Kong, Hong Kong

Job type: fulltime

Job industry: Other

Job description

In this position, the successful incumbent will report directly into the COO and be a heavily visible member of the senior management team leading a transformation and improving scalable performance within of the Customer Service division. You will also be instrumental in helping develop a robust customer experience and service marketing by instilling core principles that will be adopted across the group in Hong Kong. This will be done by providing strategic directions and drive the team towards operational and service excellence.

Roles & Responsibilities

  • Oversee and develop a high performing and committed teams and sub teams that strive for continuous improvement and excellence.
  • Provide leadership and guidance to enhance the competencies and maximise the potential of managers, supervisors and customer service staff
  • Be instrumental in driving efficiency and cost effectiveness across all CS functions through process innovation, the use of digital technology and manpower efficiency.
  • Constantly review and redevelop the Customer Services framework, establish operating budgets and monitor the P&L to ensure that financial service cost objectives are achieved
  • Determine and execute the most optimal service strategy for all customers channels

Job Requirements

  • Experienced professional with at least 15 years of relevant working experience in a service industry with effective customer relationship management skills
  • Ideally looking for people who have strong exposure to Financial Services but also open to speaking to people from non-FS environments.
  • Proven record of implementing service processes and improvement
  • Ability to interact well with all levels and possess excellent leadership and communication skills
  • Self-starter, and is able to show a golden thread of success in developing scalable and successful customer services teams.

In the first instance, please send your details to Dietrich Yap - - for a confidential discussion.

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