Customer Services Officer

该职位来源于猎聘 Job Summary As Operations Division Customer Services Unit team leader, the role is responsible for leading Customer Services Unit, overseeing customer services operations, and providing professional supervision, guidance and oversight to branch Customer Services Unit. This position focuses on driving process excellence, ensuring regulatory reporting accuracy, and acting as a professional expert to support branches in improving their own business quality and policy compliance. Responsibilities: Part 1: Team Leadership & Performance Management

• Lead, motivate, and manage Customer Services Unit, including work allocation, performance management, and talent development.
• Set clear team objectives, monitor performance, and ensure service delivery standards are met. Part 2: HO Operations & Process Optimization
• Oversee and manage the end-to-end Customer Services operations at HO level, including bank confirmation letter processing, centralized remittance processing, CDD, etc. ensuring accuracy and timeliness
• Lead process gap identification and drive continuous improvement and re-engineering of remittance operational workflows to enhance efficiency and control at the HO level Part 3: Policy Development & Regulatory Compliance
• Direct the annual review and update of Customer Services policies and procedures covering individual/corporate account management, remittance, deposit, cash, FX business, etc., ensuring that all directives are fully regulatory aligned, practically executable, and communicated to branches with clear implementation guidance.
• Ensure HO level Customer Services regulatory report (BOP, RCPMIS, IMAS, EAST, etc.), are timely and accurately prepared and submitted, with full accountability for HO outputs.

Part 4: Branch Oversight & Professional Advisory

• To conduct off-site and on-site inspection of branch Customer Services operations to identify, assess and report gaps in policy adherence and operational standards.
• Provide professional finding and recommendations to branch management regarding risks or procedural weaknesses; follow up and track branch corrective action plans to ensure issues are addressed.
• Act as a subject matter expert and primary escalation point to guide branches on new policy or procedure implementation, offering clear interpretation and best-practice advice to support branch self-execution. Part 5: Coordination & Ad-hoc Assignments
• Represent Customer Services Unit in meetings and projects as required by the Operations Division Manager / Section Chief.
• Take ownership of ad-hoc assignments, ensuring timely and effective delivery. Job Specifications: Knowledge & Experience
• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field
• Minimum 5 - 10 years of relevant experiences in banking operations with hands-on involvement in Customer Services function, including at least 3 years in a supervisory/managerial capacity.
• Solid understanding of customer services operations covering both corporate and individual accounts, including account opening/maintenance/closure, remittance, deposit, cash management, FX transactions, and bank confirmation letter business.
• Familiarity with banking regulatory reporting requirements (e.g., BOP, EAST, RCPMIS, IMAS, etc.) . Skills & Competencies
• Strong attention to detail, with excellent analytical, problem-solving, and critical thinking abilities.
• Proficient in PC applications, including MS Office and banking systems.
• Excellent command of both Chinese and English, with strong written and verbal communication skills (CET-6 or equivalent level preferred).
• Proven ability to lead, coach, and motivate a team, and to collaborate effectively across functions and with branch networks.
• Ability to work independently, manage multiple priorities, and deliver results under pressure.