Head of Customer Services - Financial Services - Hong Kong
Gravitas Recruitment Group
July 15, 2020
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
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 - [email protected] - for a confidential discussion.