Customer Service Manager, Offshore District, Consumer Banking Group
Core
Lead and optimize customer service operations for offshore districts (e.g., Greater China, International) and back-office support for branches, ensuring high-quality service delivery and exceptional client satisfaction for Treasures Offshore clients.
Role type
Senior IC Customer Service Manager (Offshore Districts)
Builds
Customer service operations, back-office support, and branch security control for offshore districts
Domain
Consumer Banking, Offshore Financial Services
Required skills
Operational risk management, Regulatory compliance (KYC, AML), Team leadership, Cross-border service coordination, Transaction authorization, Service level performance management, Fraud detection, Digital banking platforms, Core banking systems, Wealth management systems, AI and data analytics, Cantonese, Mandarin
Preferred skills
Transformation project experience, Regulated activities qualification (Insurance, Investment), Customer-facing AI applications experience, Change management
Technologies
Digital banking platforms, Core banking systems, Wealth management systems, AI, Data analytics
Responsibilities
Oversee day-to-day service operations and back-office support for branches and offshore districts; Manage counter and cash operations alongside branch security control; Verify, override, and authorize banking transactions; Identify and address irregular or suspicious transactions; Manage client service teams for Treasures Offshore clients; Oversee review of transactions for KYC matters including STRs; Implement and monitor Service Level Performance (SLP) for offshore service providers; Collaborate with Branch Manager/Market Head to guide operational staff; Ensure adherence to internal policies, staff licensing, and AML/KYC principles.
Seniority
Senior, hands-on IC