PayMe Customer and Operations Assistant Operations Manager - Retail Banking and Wealth Management
HSBC Group
Hong Kong, China


Some careers shine brighter than others

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential.

Retail Banking and Wealth Management serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures.

It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-

centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as PayMe Customer and Operations Assistant Operations Manager .

Principal responsibilities

The PayMe Customer Service and Operations, is the second line of defense after PayMe contact center. The more complex enquiries that cannot be handled by Payme contact center, are escalated to PayMe Customer Service and Operations team.

As a Customer Service and Operations Assistant Manager at PayMe, you will be involved in a range of tasks, from supporting the day to day operations, to streamlining activities, feedback our customers input to product owners, and take part in enhancement workgroups, to further enhancing the PayMe app.

Main responsibilities will be to handle verbal and written enquiries received from contact center.

Resolve complaints in an effective and efficient manner and Investigate and do root cause analysis on transactions, fraud cases, incidents

Continuous improvement by giving feedback to contact center agents, on recurring cases

Participate in trainings to frontline staff, that face our customers daily

Participate in initiatives to streamline processes to improve efficiencies and customer experience when dealing with contact center


The ideal candidate, is a fast learner, comfortable to act fast, deal with multiple tasks simultaneously and meet deadlines.

Fresh or minimal year of experience, in the financial industry. Customer service or customer facing experience is a plus.

Candidate must be proficient in both English and Cantonese.

Customer focused with a can do mentality

Analytical and curious in nature.

Risk averse. Protects the HSBC and PayMe brand at all times.

Team player

PayMe Customer Service and Operationsoperates 7 days a week and will require rotational weekend work.

You’ll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

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