Job ref no.: 496053
Bank of China (Hong Kong) Limited

Senior / Quality Assurance Manager, Service Quality

Bank of China (Hong Kong) Limited

Job No.: 496053
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Bank Operations, Quality Assurance


  • Lead the identification and classification of initiatives into a structured customer experience and service excellence framework, including guidelines and standards;
  • Foster customer-centric spirit by facilitating best practice sharing, devising and implementing Service Excellence project and training programme;
  • Develop and drive strategies and plans to improve service levels and customer satisfaction;
  • Responsible for monitoring and improving the quality of service, and; translate customer experience management strategy into effective programme or process enhancement to improve customer experience and service quality;
  • To lead and drive recognition program, staff events, award presentations & team building activities to boost service quality & professionalism;
  • Monitor the progress of work projects, conduct regular assessments, reviews and adjustments to work projects to ensure the smooth implementation and implementation of relevant projects;
  • To work closely with department heads and line managers to identify improvement areas, design and develop strategic plan to improve service quality for frontline staff;
  • Handle ad-hoc service / communication projects.


  • University degree in Business Administration or relevant discipline
  • For senior manager, minimum 7 years experience in banking or financial industry, 3 years of which with focus in Customer Experience, or Service Quality
  • Strong communication and presentation skills with good command of English and Chinese in both written and spoken (including Putonghua)
  • Good project management skills
  • Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
  • Customer-centric and innovative;
  • Proficiency in PC applications in MS Office and Chinese word-processing

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidate. Interested parties, please submit your application online. For details, please visit our website

To apply:

Data collected would be used for recruitment purposes only. It might also be disclosed to our subsidiaries or Associated Companies to process the information for appointment. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.