Team Manager, Customer Care - Mox
Standard Chartered Bank
Hong Kong, Hong Kong

About Mox

  • Mox is built by and for the ones who aspire to live life to the fullest - we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience;
  • Money eXperience; Money X (multiplier), eXponential growth, eXploration... it's all up for us to define together.

    Why Mox

    Mox helps you grow - your money, your world, your possibilities. We equip you with the financial management tools, information and insights you need to make your dreams, big or small, come true.

    Everything at Mox - from our products, features, to rewards - is designed based on customer research, tailor made for your needs.

    We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox.

    Mox rewards you with an array of banking and lifestyle benefits. Who says banking can't be fun?

    Who are we looking for

    This is a managerial role which reports to the Customer Care Manager, in supervising a team of Customer Care Associates for one of the fastest growing virtual banks in Hong Kong.

    You will have the chance to leverage on the latest client facing technologies to build a world-class customer service team.

    Role Responsibilities

  • Supervise the day-to-day activities of the team of Customer Care Associates including but not limited to conducting voice calls, text chat messaging and video calls.
  • Monitor and review the performance of the team and ensure compliance with internal and regulatory guidelines.
  • Provide guidance, coaching and continuous development opportunities to team members.
  • Escalate ad hoc incidents and propose appropriate actions to the Customer Care Manager for immediate resolution.
  • Support Mox's new product launch and provide timely customer feedback to the Product and Design Teams on a continuous basis.
  • Assist the Customer Care Manager monitoring of the capacity to achieve operational efficiency; seek ways to mitigate the customer stress points.
  • Identify potential talents within the team and develop a strong succession pipeline.
  • Our Ideal Candidate

  • Experience in contact centre, preferably gained in the financial services industry
  • Knowledge of the major retail banking products, especially unsecured lending.
  • Possess customer centric and positive mindset with a can-do attitude
  • Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders.
  • Willing to work hands-on under a lean organization structure.
  • Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
  • Basic knowledge of using Mac and OS, and the latest office cloud applications
  • About Standard Chartered

    We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other.

    We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you.

    You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.

    Our purpose, to drive commerce and prosperity through our unique diversity , together with our brand promise, to be here for good are achieved by how we each live our valued behaviours .

    When you work with us, you'll see how we value difference and advocate inclusion. Together we :

  • Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
  • Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  • In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

  • Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
  • Time-off including annual, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
  • Flexible working options based around home and office locations, with flexible working patterns
  • Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
  • A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
  • Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
  • Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to.

    If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

    Visit our careers website / careers


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