Customer Service Manager

Responsibilities

1. Develop and maintain a closed-loop client service supervision mechanism, including but not limited to policies, manuals, and tools for client follow-ups, complaint resolution, and abnormal incident reporting.

2. Conduct proactive monitoring of service quality for internal staff and external partners through multi-channel (online/offline) and multi-dimensional evaluations to identify deviations and drive corrective actions.

3. Respond to and resolve client complaints and escalations promptly, ensuring timely reporting of critical incidents or anomalies to relevant stakeholders.

4. Oversee the escalation, tracking, and resolution of abnormal service cases, facilitate self-assessment and process improvements, and drive service system optimization.

5. Develop and deliver case-based training to enhance employee service awareness and quality, fostering a client-centric culture.

Requirements

1. Minimum 5 years of experience in client service, compliance, or related fields within the financial industry.

2. Proven track record in designing service supervision frameworks and managing end-to-end complaint resolution processes.

3. Hands-on experience in serving ultra-high-net-worth clients (UHNWI), including direct face-to-face communication, conflict resolution, and multi-party coordination.

4. Strong analytical skills with the ability to identify systemic service gaps and propose actionable solutions.

5. Excellent communication, stakeholder management, and cross-departmental collaboration capabilities.

6. Fluency in English and Mandarin; familiarity with China’s financial regulatory environment is a plus.

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