Job Overview
Location
Hong Kong
Job Type
Full-time
Category
HR & Recruiting
Date Posted
April 14, 2026
Full Job Description
đź“‹ Description
- • This is a strategic leadership role responsible for steering a multi-disciplinary team covering both Banking and Insurance operations for the Hong Kong market, focusing on operational excellence, regulatory compliance, and digital transformation of customer touchpoints.
- • The Manager, Customer Service will direct and manage high-performance teams dedicated to Banking and Insurance customer operations, define and exceed advanced departmental KPIs including CSAT, Response Time, and Resolution Time, lead recruitment and professional development of Senior Representatives, and act as the primary liaison between Customer Operations and senior leadership in Marketing, Commercial, and Operations.
- • MoneyHero Group (Nasdaq: MNY) is a market leading financial products platform in Greater Southeast Asia, reaching over 7.4m monthly unique users and working with more than 270 commercial partners across four markets including Singapore, Hong Kong S.A.R., The Philippines, and Taiwan.
- • In this role, you will develop and implement customer service strategies and SOPs, ensure adherence to Hong Kong regulatory standards (HKMA and IA), oversee all customer service channels, lead AI chatbot and automation integration for Cantonese and English NLP, analyze customer feedback to drive continuous improvement, serve as the final internal authority for complex disputes, and transform service data into actionable business intelligence to inform strategic decision-making.
🎯 Requirements
- • Bachelor's degree in Business Administration, Management, Communications, Business, Finance, or a related field; professional certifications in Insurance (e.g., IIQE) or Banking are highly advantageous
- • Minimum of 5+ years in customer operations, with at least 2 years in a Manager-level role overseeing multi-functional teams
- • Deep experience in the Financial Services or Fintech sectors is highly preferred, with specific knowledge of the Hong Kong Insurance and Banking landscape
- • Advanced proficiency in CRM ecosystems (Zendesk preferred) and workforce management tools
- • Understanding of AI-powered customer service solutions, including chatbots, virtual assistants, and natural language processing (NLP) concepts
- • Ability to interpret complex data sets to diagnose systemic issues and implement creative, scalable solutions under pressure
🏖️ Benefits
- • Competitive salary and attractive benefits including annual leave, birthday leave, tenure leave, international remote work leave, and more
- • Professional trainings, career advancement and internal mobility opportunities
- • Competitive benefits including insurance and mental wellness program
- • Opportunity to work with a team of over 350 talented individuals across 4 markets who are passionate about building innovative financial solutions
- • Backed by world-class organizations and having raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group
Skills & Technologies
About MoneyHero Group Limited
Hong Kong-headquartered personal finance comparison platform operating in Greater Southeast Asia. Provides credit cards, loans, insurance and broadband price-comparison services through digital marketplaces in Hong Kong, Singapore, Taiwan, the Philippines and Malaysia. Generates revenue from referral commissions paid by financial institutions and telecom providers when consumers apply through its websites and apps. Offers data-driven marketing and lead-generation tools to partners. Listed on NASDAQ under ticker MNY. Founded in 2014, employs over 400 staff across regional offices.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
