• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 2018-10-18

Customer Service Senior Manager

Customer Service Senior Manager

  • Primary Location: Hong Kong SAR of PRC,Hong Kong,Hong Kong
  • Education: Bachelor's Degree
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18029981


  • Perform proactive and quality services to a number of designated platinum clients relationships across Securities Services product (Global Custody, China Connect, Cash Management, Foreign Exchange, etc) to ensure clients' satisfaction
  • Work closely with Business partners to develop, implement and execute comprehensive account plans and call programs
  • Perform periodic service reviews jointly with Relationship Managers and Client Executive.
  • Working with product specialists and subject matter experts across the bank to structure customized solutions that meet clients' unique needs
  • Handle and resolve clients' verbal and written complaints from different channels
  • Time to time identify automation opportunities and propose to operation seniors to improve work quality and efficient.
  • Review client services proactive with clients to understand client need from Citi.


  • University graduate with major in Social Science or Business Administration
  • At least 5 years working experience in complaint handling or customer services in banking and finance industry
  • Good knowledge of banking products and services, operations and procedures - Patient with excellent customer service attitude
  • Strong analytical, tactful interpersonal and presentation skills - Good problem solving skills
  • Excellent command of written and spoken English and Chinese (Cantonese and Putonghua)
  • Proficiency in the use of MS Word, Excel, and PowerPoint