Responsible Officer 1 & 4 - Customer Services

- Familiar with online brokerage business

- Prior experience leading 10 - 15 people for customer services team

Client Details

Established brokerage platform with various innovation and resources from Headquarter

Description

• Lead a team of 10-15 customer service representatives for a mobile brokerage application
• Oversee the day-to-day operations of the customer service department, ensuring efficient and effective service delivery
• Develop and implement policies, procedures, and best practices to enhance the customer experience
• Monitor team performance and provide coaching and feedback to drive continuous improvement
• Collaborate with cross-functional teams (e.g., product, engineering, compliance) to address customer issues and enhance product features
• Analyze customer feedback and usage data to identify areas for improvement and implement solutions
• Manage staffing and scheduling to ensure appropriate coverage and resource allocation
• Stay up-to-date with industry trends, regulations, and best practices in the fintech and brokerage sectors

Profile

• 10+ years of experience in a customer service leadership role, preferably in the fintech or brokerage industry
• Proven track record of successfully managing and motivating a team of 10-15 customer service representatives
• Detailed understanding of the fintech and brokerage industry, including relevant regulations and compliance requirements
• Excellent problem-solving, decision-making, and critical thinking skills
• Strong communication and interpersonal skills, with the ability to effectively liaise with cross-functional teams
• Experience in data analysis and using customer feedback to drive process improvements
• Familiarity with customer service software, tools, and best practices
• Bachelor's degree in a relevant field (e.g., business, finance, information technology) or equivalent experience

Job Offer

Good culture and career progression in a large organisation

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Hayley Law on +852 3412 4814.