This role will assist the Manager in supervising the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day-to-day implementation effectively and efficiently.

Job Responsibilities:

• Respond to customer enquiries, feedback, and more complex or escalated cases with professionalism and care, ensuring a smooth and consistent customer experience.
• Provide timely guidance and coaching to the Customer Service team in handling customer enquiries and feedback, helping them build confidence and capability while continuously improving service quality.
• Act as Centre-in-charge to support and oversee the Customer Service team, ensuring the achievement of customer service performance KPIs (e.g., wait time, handling time, customer satisfaction score, NPS) through regular real-time monitoring.
• Motivate, coach, and develop team members to achieve strong performance and meet individual, team, and departmental objectives (e.g., turnover and team morale).
• Support the Manager in maintaining service continuity during peak periods, staff leave, or operational changes.
• Support the implementation of new initiatives, system enhancements, or service improvement projects introduced by management.
• Prepare regular monthly and ad-hoc management reports accurately and within agreed timelines.

Job Requirements:

• University graduate with a recognized degree.
• Passed IIQE Papers I, III, and V, or an equivalent professional license required in Macau.
• At least 6 years of experience in Customer Service Operations, including a minimum of 2 years in a supervisory or team-lead role.
• Enjoy working with people from diverse backgrounds and demonstrate strong interpersonal and people-management skills.
• Fluent in spoken and written English and Chinese, including Mandarin.
• Possess good analytical and problem-solving abilities, with sound judgment in handling service-related issues.
• Well-organized and self-motivated, with the ability to manage priorities and meet deadlines.
• Able to work independently under pressure and handle challenging situations in a calm, professional, and customer-friendly manner.
• Detail-oriented, proactive, and mature, with a positive and service-focused mindset.
• Strong organizational, multitasking, communication, and interpersonal skills.
• Proficient in MS Office applications, particularly MS Excel.

XML job scraping automation by YubHub

As a Senior Manager, Enterprise Risk Management, you will have a direct reporting line to the General Manager of Macau Branch and a dotted line to the Chief Risk Officer of Prudential Hong Kong / Prudential General Insurance.

You will be a key member of the Macau Branch leadership team and support the General Manager in delivering the risk management and compliance frameworks to address various risks.

Your responsibilities will include:

• Leading the Branch risk and compliance functions to ensure they are appropriately resourced and structured
• Managing and enhancing key regulatory interactions and relationships for the Branch
• Embedding risk and compliance-based decision making into the Branch's key decision and approval processes
• Supporting the Chief Risk Officer in providing management information and key issues to the Management Risk Committee
• Promoting the development of a risk management culture and resources across the company
• Developing an effective relationship with the Head Office Function and participating in ongoing development and improvements to the risk and compliance frameworks

The ideal candidate will have:

• A Bachelor's or Master's degree in a relevant discipline such as Laws and Risk Management
• A fully qualified solicitor of Macau SAR / HKSAR
• Relevant professional qualifications in legal, compliance, or risk management
• At least 15 years of experience in legal, risk management, or compliance, preferably in insurance
• Strong written and verbal communication skills, including presentation and facilitation capabilities
• Strong strategic and implementation skills, with a bias for action and results-driven
• Proven track record of success in people management and leadership skills
• Excellent interpersonal skills and ability to interact with senior executives
• Proven negotiation and influencing skills with multiple stakeholders and senior executives
• Meticulous with a strong risk management mindset
• Ability to multi-task, and be flexible, adaptable, and comfortable in a fast-paced environment
• Self-motivated, proactive, and able to work independently
• Ability to work with diverse personalities, cultures, and business practices inherent to an international organisation
• Proficiency in MS Office
• Excellent command in written and spoken Cantonese and English

XML job scraping automation by YubHub

In this role, you will triage IT incidents by assessing impact and urgency, escalating to relevant stakeholders, coordinating immediate recovery actions, and providing regular status updates throughout the event lifecycle.

You will collaborate with system owners to perform root cause analysis, define and implement remediation and improvement plans, and track progress to completion with clear milestones and governance.

Your responsibilities will also include:

• Maintaining and operating local IT risk management procedures, ensuring they remain current, consistently applied, and aligned with the applicable control environment.
• Ensuring technology risk practices satisfy regulatory expectations and internal audit requirements, with appropriate evidence, traceability, and readiness for review.
• Partnering with Risk Steward to prepare and submit regulatory risk assessment and gap analysis on cyber security and electronic banking systems, ensuring alignment with global standards and compliance with local regulatory requirements.
• Managing the technology risk issue register by maintaining clear ownership, agreed target dates, documented remediation plans, and auditable evidence to support timely and effective closure.

To be successful, you will need:

• A university degree in Computer Science or a related discipline.
• Over 6 years of experience in a relevant IT discipline, with prior exposure to cybersecurity and/or the financial services industry being desirable.
• Strong incident analyst and problem-solving skills.
• A good understanding of ITIL, SLA, OLA, and IT Cyber Security.
• The ability to manage communications effectively, including articulating technical solutions for business understanding.
• A strong team spirit, with a focus on quality and attention to detail.
• Proficiency in both English and Mandarin.

You’ll achieve more at HSBC. HSBC is committed to building a culture where all employees are valued, respected, and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment.

XML job scraping automation by YubHub