Manager, Customer Service

About Us

MoneyHero Group (Nasdaq: MNY) is a market leading financial products platform in Greater Southeast Asia, reaching over 7.4m monthly unique users and working with more than 270 commercial partners across four markets including Singapore, Hong Kong S.A.R., The Philippines, and Taiwan.

What We Offer

You will be entitled to a competitive salary and attractive benefits, including:

• Annual leave, birthday leave, tenure leave, international remote work leave, and more


• Professional trainings, career advancement and internal mobility opportunities


• Competitive benefits including insurance and mental wellness program

About the Job

This is a strategic leadership role responsible for steering a multi-disciplinary team covering both Banking and Insurance operations for the Hong Kong market. Manager, Customer Service transcends day-to-day supervision to focus on operational excellence, regulatory compliance, and the digital transformation of customer touchpoints. You will be responsible for defining the service strategy, ensuring seamless delivery for Hong Kong-based customers, and integrating advanced AI solutions to scale efficiency.

The Manager, Customer Service will be responsible for:

Strategic Leadership & Regional Management

• Direct and manage high-performance teams dedicated to Banking and Insurance customer operations, ensuring alignment with Hong Kong’s unique market demands.


• Define and exceed advanced departmental KPIs including CSAT, Response Time, and Resolution Time, while balancing operational costs and service levels.


• Lead the recruitment, professional development, and succession planning for Senior Representatives.


• Act as the primary liaison between Customer Operations and senior leadership in Marketing, Commercial, and Operations to drive cross-functional initiatives.

Customer Service Strategy & Operations:

• Develop, implement, and continuously refine customer service strategies, policies, and standard operating procedures (SOPs) to optimize efficiency and elevate customer satisfaction across all touchpoints.


• Ensure all customer interactions and internal SOPs strictly adhere to Hong Kong regulatory standards, including HKMA and Insurance Authority (IA) guidelines


• Oversee and monitor all customer service channels, including inbound and outbound phone calls, email correspondence, live chat, and social media interactions, ensuring timely, accurate, and empathetic resolution of customer inquiries, issues, and complaints.


• Oversee end-to-end insurance support processes, including policy inquiries, premium collection assistance, and coordination with claims departments for expedited resolution


• Implement quality assurance processes to maintain high standards of service delivery and adherence to company guidelines.

AI Chatbot Implementation & Automation:

• Lead the strategic roadmap for AI chatbot and automation integration, specifically focusing on NLP capabilities for Cantonese and English.


• Analyze automation rates and customer sentiment to shift routine inquiries toward self-service, allowing agents to focus on high-value advisory tasks.


• Collaborate closely with Chatbot Team to define chatbot functionalities, design conversational flows, and integrate the chatbot seamlessly into existing customer service platforms.


• Analyze chatbot performance metrics, identify areas for improvement, and iterate on chatbot responses and capabilities to maximize automation rates and improve customer experience.

Customer Experience Enhancement:

• Proactively analyze customer feedback, sentiment, and service data to identify root causes of issues, emerging trends, and opportunities for continuous improvement in service delivery and overall customer experience.


• Champion the voice of the customer within the organization, collaborating cross-functionally with departments such as Operations, Marketing, Commercial, Product, and Engineering to address systemic customer concerns and drive product/service enhancements.

Knowledge Management & Escalation:

• Ensure the team is fully up-to-date on all MoneyHero products, services, policies, and regulatory requirements to provide accurate, comprehensive, and compliant support to customers.


• Serve as the final internal authority for high-stakes or complex customer disputes, ensuring resolutions maintain brand loyalty and regulatory integrity

Reporting & Analysis:

• Prepare detailed reports and conduct in-depth analysis of customer service data, including volume, trends, resolution rates, and agent performance, to provide actionable insights to management and inform strategic decision-making.


• Transform raw service data into actionable business intelligence to forecast market trends and optimize resource allocation across Hong Kong.

In this role, we are looking for someone with:

• Bachelor's degree in Business Administration, Management, Communications, Business, Finance, or a related field; professional certifications in Insurance (e.g., IIQE) or Banking are highly advantageous


• Minimum of 5+ years in customer operations, with at least 2 years in a Manager-level role overseeing multi-functional teams


• Deep experience in the Financial Services or Fintech sectors is highly preferred, with specific knowledge of the Hong Kong Insurance and Banking landscape.


• A track record of successfully leading digital transformation or large-scale automation projects


• Advanced proficiency in CRM ecosystems (Zendesk preferred) and workforce management tools


• Understanding of AI-powered customer service solutions, including chatbots, virtual assistants, and natural language processing (NLP) concepts.


• Ability to interpret complex data sets to diagnose systemic issues and implement creative, scalable solutions under pressure


• Proven ability to lead through organizational change and thrive in the fast-paced, evolving Hong Kong financial market

Good to have:

• Must be fully proficient in Cantonese and English (both written and spoken).


• Ability to communicate effectively with Hong Kong customers and stakeholders, understanding local cultural nuances and business etiquette

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