Back to jobs

Manager, Customer Service

Hong Kong

About Us

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.

What We Offer

You will be entitled to a 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

About the Job

This is a strategic leadership role responsible for steering a multi-disciplinary team covering both Banking and Insurance operations for the Hong Kong market. Manager, Customer Service transcends day-to-day supervision to focus on operational excellence, regulatory compliance, and the digital transformation of customer touchpoints. You will be responsible for defining the service strategy, ensuring seamless delivery for Hong Kong-based customers, and integrating advanced AI solutions to scale efficiency.

The Manager, Customer Service will be responsible for:

Strategic Leadership & Regional Management

  • Direct and manage high-performance teams dedicated to Banking and Insurance customer operations, ensuring alignment with Hong Kong’s unique market demands.
  • Define and exceed advanced departmental KPIs including CSAT, Response Time, and Resolution Time, while balancing operational costs and service levels.
  • Lead the recruitment, professional development, and succession planning for Senior Representatives.
  • Act as the primary liaison between Customer Operations and senior leadership in Marketing, Commercial, and Operations to drive cross-functional initiatives.

Customer Service Strategy & Operations:

  • Develop, implement, and continuously refine customer service strategies, policies, and standard operating procedures (SOPs) to optimize efficiency and elevate customer satisfaction across all touchpoints.
  • Ensure all customer interactions and internal SOPs strictly adhere to Hong Kong regulatory standards, including HKMA and Insurance Authority (IA) guidelines
  • Oversee and monitor all customer service channels, including inbound and outbound phone calls, email correspondence, live chat, and social media interactions, ensuring timely, accurate, and empathetic resolution of customer inquiries, issues, and complaints.
  • Oversee end-to-end insurance support processes, including policy inquiries, premium collection assistance, and coordination with claims departments for expedited resolution
  • Implement quality assurance processes to maintain high standards of service delivery and adherence to company guidelines.

AI Chatbot Implementation & Automation:

  • Lead the strategic roadmap for AI chatbot and automation integration, specifically focusing on NLP capabilities for Cantonese and English.
  • Analyze automation rates and customer sentiment to shift routine inquiries toward self-service, allowing agents to focus on high-value advisory tasks.
  • Collaborate closely with Chatbot Team to define chatbot functionalities, design conversational flows, and integrate the chatbot seamlessly into existing customer service platforms.
  • Analyze chatbot performance metrics, identify areas for improvement, and iterate on chatbot responses and capabilities to maximize automation rates and improve customer experience.

Customer Experience Enhancement:

  • Proactively analyze customer feedback, sentiment, and service data to identify root causes of issues, emerging trends, and opportunities for continuous improvement in service delivery and overall customer experience.
  • Champion the voice of the customer within the organization, collaborating cross-functionally with departments such as Operations, Marketing, Commercial, Product, and Engineering to address systemic customer concerns and drive product/service enhancements.

Knowledge Management & Escalation:

  • Ensure the team is fully up-to-date on all MoneyHero products, services, policies, and regulatory requirements to provide accurate, comprehensive, and compliant support to customers.
  • Serve as the final internal authority for high-stakes or complex customer disputes, ensuring resolutions maintain brand loyalty and regulatory integrity

Reporting & Analysis:

  • Prepare detailed reports and conduct in-depth analysis of customer service data, including volume, trends, resolution rates, and agent performance, to provide actionable insights to management and inform strategic decision-making.
  • Transform raw service data into actionable business intelligence to forecast market trends and optimize resource allocation across Hong Kong.

In this role, we are looking for someone with:

  • 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.
  • A track record of successfully leading digital transformation or large-scale automation projects
  • 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
  • Proven ability to lead through organizational change and thrive in the fast-paced, evolving Hong Kong financial market

Good to have:

  • Must be fully proficient in Cantonese and English (both written and spoken).
  • Ability to communicate effectively with Hong Kong customers and stakeholders, understanding local cultural nuances and business etiquette

#MoneyHero #LI-Hybrid #LI-RR1

What can you expect from us?
 
Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission.
Work: We have a team of over 350 talented individuals in 4 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives.
Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun.
Thrive: We launched in 2014, and now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career.
Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group
 
EEO Statement
MoneyHero Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.

Create a Job Alert

Interested in building your career at MoneyHero Group? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

When you apply for a job on this site, the personal data contained in your application will be collected by MoneyHero Group (“MoneyHero Group” or “we”), a company registered and incorporated in Hong Kong and which can be contacted by emailing jobs@moneyherogroup.com. MoneyHero Group (the “Group”), is a group of companies that provide price comparison services as well as financial services, insurance products, communications and other products and services across Asia.

Your data is stored in a range of systems and formats. These include in your recruitment file, in the Group’s HR management system and in other IT systems, including the Group’s email system.

MoneyHero Group processes a range of information collected from you. Subject to applicable law, this may include:

  • your name, address and contact details, including email address and telephone number;
  • your gender and date of birth;
  • details of your qualifications, skills, experience and employment history;
  • information about your current level of remuneration, including benefit entitlements;
  • details of your marital status and dependents;
  • candidate photographs;
  • details of your bank account;
  • Passport or other identification information; and/or
  • Information from compliance background checks.

Your personal data will be processed for the purposes of managing MoneyHero Group’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, responding to and defending against legal claims, maintaining and promoting equal opportunities within the workplace and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under applicable Data Protection Laws as necessary for the purposes of the legitimate interests pursued by the MoneyHero Group, which are the solicitation, evaluation, and selection of applicants for employment.

Who may have access to personal data?

Your information will be shared internally within the Group for the purposes of the recruitment exercise. This includes with members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy, internal and external auditors and IT staff if access to the data is necessary for the performance of their roles.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by MoneyHero Group to help manage its recruitment and hiring process on MoneyHero Group’s behalf.

MoneyHero Group may share your personal data with third parties in order to, obtain pre-employment references from other employers, obtain employment background checks from third party providers and to obtain necessary criminal record checks.

How long do we hold your personal data?

Your personal data will be retained by the Group for so long as the Group determines it is reasonably necessary to evaluate your application for employment. If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment in accordance with the contract of employment and our internal privacy policy.

For unsuccessful candidates, we will retain the personal data provided during the application process for a period of two (2) years. This is to maintain accurate recruitment records, prevent duplicate applications, and to allow us to consider you for future opportunities that may match your profile. After this period, your data will be securely deleted from our systems. Should you wish to request the deletion of your data before the end of this retention period, you may contact us at legal-team@moneyherogroup.com.

What if you do not supply your personal data?

You are under no statutory or contractual obligation to provide data to the us during the recruitment process. However, if you do not provide the information, we may not be able to process your application properly or at all.