Manager, Contact Center Transformation and Quality, Citi

Manager, Contact Center Transformation and Quality

Citi

Location:
Hong Kong, Kowloon

Category:
Banking

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Manager role in Citi's Wealth division focusing on contact center transformation and quality. The position involves translating business needs into digital solutions, improving operational workflows, implementing digital transformation systems, and analyzing quality data to enhance client experience and service delivery.

Job Responsibility:

Translate business needs into clear requirements for innovative digital solutions and enable data-driven decisions to align the transformation strategy in Contact Center
Review end-to-end client journeys and operational workflows to identify and implement process improvements through digital transformation
Coordinate the implementation, maintenance, and enhancement of digital transformation systems (e.g., RPA, Xcepter) throughout the project lifecycle
Manage and participate in all testing phases (UAT, PAT, sanity testing) to ensure successful and stable production releases
Conduct thorough qualitative reviews of escalated complaint cases, identifying key areas for continuous service enhancement
Analyze comprehensive quality data to identify emerging trends, pinpoint root causes of service issues, and provide actionable insights to management
Act as a SME to other stakeholders

Requirements:

2-5 years relevant experience
Bachelor's/University degree or equivalent experience
Experience in Contact Centre, banking industry, managing projects of business process improvement and vendor management will be an added advantage
Fluent in Cantonese, English and Mandarin is preferable
Strong communication skill

Nice to have:

Experience in Contact Centre, banking industry, managing projects of business process improvement and vendor management
Fluent in Cantonese, English and Mandarin

What we offer:

Access to telehealth options, health advocates, confidential counseling
Expanded Paid Parental Leave Policy
Programs to help manage financial well-being and plan for the future
Access to learning and development resources
Generous paid time off packages
Resources and tools to volunteer in communities

Additional Information:

Job Posted:
October 23, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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