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Manager, Contact Center Transformation and Quality

https://www.citi.com/ Logo

Citi

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Location:
Hong Kong , Kowloon City

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Manager role in Contact Center Transformation and Quality at Citi's Wealth division, focusing on digital solutions, process improvements, and quality analysis to enhance client experience and operational efficiency.

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 throughout the project lifecycle
  • Manage and participate in all testing phases to ensure successful and stable production releases of new digital solutions
  • Conduct thorough qualitative reviews of escalated complaint cases
  • Analyze comprehensive quality data to identify emerging trends 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
  • Access to learning and development resources
  • Generous paid time off packages
  • Resources and tools to volunteer in communities

Additional Information:

Job Posted:
November 18, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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