What Jobs are available for Service Manager in Hong Kong?

Job Summary:
A career as a Service Delivery Manager will provide you with the opportunity to establish and maintain strong relationships with some of the largest insurers, asset managers, corporations and/or government entities as you manage daily client engagement, reporting, and operational performance. You will be critical to our client retention while utilizing your financial services and strong relationship management background. If you enjoy engaging with both internal and external stakeholders, are energized by working within a high performing team and find value in solving problems for others, you will thrive in this role.

Responsibilities:

• Plan and oversees the fulfillment of accurate daily/monthly/quarterly/annual reporting support and service for clients.
• Manages Client Engagement Model & client health reporting.
• Ensures quality servicing and operational performance within the parameters of delivery standards (standard operating procedures).
• Ensures client engagement from the daily user to the decision-maker level of the client.
• Manages delivery metrics.
• Provides guidance and mentorship to analysts.
• Providing training to clients.
• Coordinates and is involved in resolution of daily client inquiries and projects.
• Develop client relationships and expands network at those organizations, understanding client business and product needs.
• Strategic planning of service delivery to drive usage and proactive in service and support to reduce client downtime and support costs.
• Collaborate with sales and support groups to demonstrate the value of support offered to clients and identify business opportunities for expanded support.
• Maintain knowledge of product enhancements and the changing investments accounting industry.
• Helps aggregate client feedback and provides guidance to improve operationally and expand the product offering.

Required Skills:

• Working knowledge of financial services and investment accounting.
• Working knowledge of structured products, derivatives, fixed-income securities, etc. preferred.
• Self-starter proactively seeks out solutions and expertise.
• Able to execute in a fast paced and sometimes ambiguous environment.
• Strong computer skills, including proficiency in Microsoft Office.
• Excellent attention to detail and strong documentation skills.
• Outstanding verbal and written communication skills.
• Strong organizational and interpersonal skills.
• Exceptional problem-solving abilities.

Education and Experience:

• Bachelor's degree in accounting or similar field or relevant experience in Investment. Management, Insurance, FinTech, Investment Accounting, Financial Services, or Investment Operations.
• 5+ Years of experience.

The Job

• Managing service delivery to the client accounts, promoting the continuous improvement of productivity, service quality and customer satisfaction, preferably in the industry of document outsourcing, Print Room, Mail Room and BPS services
• Delivering service in best practice service delivery model to achieve SLA and enhance customer satisfaction
• Developing strong customer relationships and networks effectively to ensure service excellence
• Achieving productivity improvements resulting in high value for customer, margin enhancement and good P&L performance
• Transforming and growing the business for further profitable service revenue
• Performing team leadership and people management

The Person

• University graduate in Information Technology, Business Administration with relevant professional qualifications, e.g. ITIL, Lean Six Sigma, PMP is preferred
• At least 5 years' industry-related operations management experience
• Experience of having successfully operated at prime customer contact level
• Service delivery management experience with high standard and quality service delivered to customer(s)
• Demonstrate proven experience in implementing productivity and customer satisfaction enhancement programs
• Strong people management and development skills
• Preferred experience in outsourcing bids, from pre-sales to successful implementation
• Possess experience of contract negotiation/supplier management
• Fluent in both spoken and written English and Cantonese

Securities Responsibilities

• Ensure compliance with FUJIFILM Business Innovation Information Security Rule, Policies and procedures at all time.
• Responsible for maintaining security of all FUJIFILM Business Innovation information entrusted to and not limiting to proper classification & handling of FUJIFILM Business Innovation documents and records.
• Complete Information Security training and awareness program on regular basis and possess enough knowledge to adhere to FUJIFILM Business Innovation Information Security requirements.
• Responsible for identifying, reporting and complying with Information Security Incident & Reporting Procedure.
• Failing to comply with the security policies could be subject to disciplinary action, potentially including termination of employment or contract and/or prosecution.

Why you should consider this opportunity:

We offer attractive remuneration package with fringe benefits to right candidates. such as

• 5 days' work week
• Medical insurance
• Dental insurance
• Education allowance
• Transportation allowance
• Comprehensive training for new join Sales
• 12 days' annual leave
• Blissful leave of maximum 26 days per year (including birthday leave, workiversary leave, wedding anniversary leave, children graduation leave, volunteer leave, pet healthcare leave, home purchase, etc)

To discuss this opportunity further, please send your full resume, current and expected salary by clicking "Quick Apply".

We are an equal opportunity employer and welcome applications from all qualified candidates. All information provided will be treated in strict confidence and used for recruitment purposes only. Applicants not hearing from us within six weeks may consider their applications unsuccessful. All date of unsuccessful applications will be destroyed after six months.

Responsibilities:

• Responsible for overseeing the end-to-end delivery of Managed Security Services (MSS) to corporate customers, ensuring service level agreements (SLAs) are met, and maintaining high customer satisfaction.
• Acts as the primary point of escalation for customers, coordinates between SOC teams, and drives continuous service improvement.
• Conduct regular service reviews with customers to discuss performance, incidents, and improvement opportunities
• Work closely with Information Security Analysts, Incident Responders, and Threat Intelligence teams to ensure timely detection, analysis, and response to security incidents
• Oversee major security incident management, ensuring proper communication and resolution.
• Lead 7x24 team of analysts to monitor managed security service workflows, ticket queues, and response times to optimize efficiency
• Develop and deliver monthly/quarterly service reports (e.g., security incidents, threat trends, SLA compliance)
• Identify gaps in security monitoring and response** and drive process improvements
• Manage relationship with customer's security operation team to maintain a cohesive operations
• Develop and motivate sub-coordinates to uplift their performance through training, coaching, teamwork and organizing sectional activities
• Ensure a smooth and effective Tier 2 Operation Support especially focusing on incident, problem and change management

Requirements:

• Bachelor Degree holder or higher in cybersecurity, information technology or related field
• 8 years of experience in cybersecurity
• Certification required: ITIL v4, CISSP, CISM, or ISO 27001 LI
• PMP, or Prince2 is beneficial
• Solid background in SIEM, EDR and Vulnerability Management
• Strong knowledge in implementing managed security services is desirable
• Strong knowledge of ISO standard in security control
• Excellent interpersonal and presentation skills, mature, dedicated and self-motivating attitude
• Excellent client services and able to work under pressure
• Proficiency in spoken and written in both Chinese and English

Job Highlights

5-day work, Life & Medical & AD&D Insurance, AL

Service Delivery, Customer Service,

Communication & interpersonal skills

Key Responsibilities

• Deliver the professional customer service to clients of both Hong Kong and Singapore and achieve the agreed service level

Job Scopes

• Handle client enquiries, service requests and feedbacks of the assigned accounts

• Communicate with clients to follow up the job orders

• Prepare regular client reports

• Arrange regular client meetings to collect feedbacks and requirements

• Support ad-hoc projects as assigned by the superior

Qualifications

• Higher diploma or above in any discipline

• With working experience in customer service / account servicing is preferred, fresh graduates will also be considered

• Good communication and interpersonal skills

• Proficient in written and spoken English and Cantonese

• Proficient in using MS Office applications (Word, Excel, PowerPoint) 

Candidate with less experience will be considered. 

Interested parties, please send your CV with current and expected salary, availability to HR Department.

(All information provided by applicants will be treated in strictly confidential and used only for recruitment purpose.   All personal data of unsuccessful applicants will be destroyed after 6 months.)

Long Description
Job Summary:
Management of assigned Onsite Managed Services (OMS) staff including interviewing, hiring, performance management, time and expense approvals.

Day-To-Day Responsibilities

• Day-to-day leadership and management of assigned Onsite Managed Services (OMS) staff including interviewing, hiring, performance management, time and expense approvals.
• Foster a culture of belonging and team spirit through frequent recognition and engagement.
• Promote and drive team collaboration and maintain team moral and engagement.
• Support the successful on-boarding of new OMS employees ensuring a smooth transition for both employee and client.
• Develop, adopt and deliver best practice service levels across all teams.
• Solicit and act upon performance feedback from customer stakeholders
• Collaborate with Regional Service Manager, Service Delivery Manager and Account Manager on issues related to account staffing and performance.
• Ensure labor cost alignment against budgeted contract.
• Assist the RSM, SDM and Sales Account Manager on OMS contract renewal pricing.
• Support the coordination efforts to backfill contractual obligations for OMS clients through the Regional Dispatch Coordinator, SDM, and RSM.
• Work with stakeholders and colleagues to effectively manage OMS staffing related incidents and help develop effective incident management processes, aiding improved service delivery.
• Chairing weekly/monthly/quarterly Service Review Meetings with OMS staff.
• Set and monitor individual development plans for assigned OMS Staff to ensure skills meet or exceed the requirements for their role.
• Ensure OMS staff maintain required safety and security clearances and training for assigned customer locations.
• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks) ensure documentation processes and procedures are maintained in accordance with customer and AVI-SPL requirements.

Skills And Abilities
WHAT WE'RE LOOKING FOR

• Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
• Ability to understand and leverage existing Company systems to provide solutions to the business and recommend new systems when required
• Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach
• Demonstrated leadership and management skills in a team-oriented, collaborative environment
• Strong interpersonal skills, with the ability to work effectively with all levels of the organization
• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensuring to meet deadlines
• Demonstrated ability to maintain strict confidentiality and handle sensitive matters with discretion
• Excellent attention to detail and organizational skills
• Must have clear and professional communication skills (written and oral) both internally and externally
• Proficient with both English, Cantonese and Mandarin.
• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization

Education And/or Experience

• Minimum high school diploma or equivalent
• Minimum 3-5 years of Management experience in similar or related field
• Possess ITIL Certifications
• Experience in Service Management is preferred
• Experience in the AV industry is preferred

About the role

We are seeking a Customer Service Manager to join our dynamic team at Fire Rock International (HK) Limited' in Central and Western District. As a full-time position, this role is responsible for providing exceptional customer service and managing a team of customer service representatives to ensure the highest levels of client satisfaction.

What you'll be doing

• Overseeing the day-to-day operations of the customer service team to ensure efficient and effective service delivery
• Responding to and resolving complex customer inquiries and complaints in a timely and professional manner
• Monitoring and evaluating team performance, providing coaching and feedback to drive continuous improvement
• Developing and implementing customer service strategies and policies to enhance the overall customer experience
• Collaborating with other departments to identify and address customer pain points
• Generating detailed reports on customer service metrics and trends to inform business decisions
• Participating in the recruitment, training and development of customer service representatives

What we're looking for

• Minimum 5 years of experience in a client-facing customer service role, preferably within the administration and office support industry
• Strong leadership and people management skills, with the ability to motivate and develop a team
• Excellent communication, problem-solving and decision-making abilities
• In-depth knowledge of customer service best practices and techniques
• Proficiency in using CRM systems and data analysis tools
• A customer-centric mindset and a genuine passion for delivering exceptional service

What we offer

At Fire Rock International (HK) Limited', we value our employees and are committed to their professional development and well-being. We offer a competitive salary, comprehensive benefits package, and opportunities for career advancement. Our collaborative and supportive work environment encourages work-life balance and fosters personal growth.

About us

Fire Rock International (HK) Limited' is a provider of administration and office support services in the Central and Western District of Hong Kong. With a focus on client satisfaction, we strive to deliver innovative solutions and exceptional customer service to our diverse client base. Join our growing team and be a part of our continued success.

Apply now for this exciting opportunity to become our next Customer Service Manager

About GCEG: As a subsidiary of the Great Entertainment Group, GCEG was set up to produce the AIA Carnival; one of the most anticipated and celebrated annual events in Hong Kong, offering a unique combination of entertainment, culture, and culinary experiences.

Contract Duration: November 2025 to March 2026

Key Responsibilities:

-Oversee and manage all customer service aspects of the event.

-Lead and organize the customer service team.

-Train customer service representatives.

-Develop and implement performance metrics and evaluation processes.

-Arrange team rosters.

-Design and implement efficient customer service processes, including ticketing, inquiries, and complaints.

-Monitor and analyze customer satisfaction data to identify trends and areas for improvement.

-Resolve complex customer issues and escalate to the management team as needed.

-Collaborate with event organizers, marketing, and operations teams to ensure seamless customer experiences.

-Prepare regular reports on customer satisfaction, complaint resolution, incidents related to first aid, and other relevant metrics.

-Analyze data to identify opportunities for process improvement.

Requirements:

-Bachelor's degree in Event Management, Hospitality, or a related field preferred, but not a must.

-At least 4 years of relevant experience required.

-Ability to work independently with strong problem-solving and decision-making skills.

-Good written and verbal communication skills in English and Cantonese.

-Positive attitude, strong initiative, result-oriented, and willing to embrace challenges.

-Flexibility to work outside of office hours to support the event as needed.

-Proficiency in MS Office, including Excel and Word.

-Customer-centric and innovative.

-Fast learner, eager to ask questions and learn on the job.

Job Type: Full-time

Pay: $25, $35,000.00 per month

Benefits:

• Dental insurance
• Medical Insurance

Work Location: In person

About GCEG: As a subsidiary of the Great Entertainment Group, GCEG was set up to produce the AIA Carnival; one of the most anticipated and celebrated annual events in Hong Kong, offering a unique combination of entertainment, culture, and culinary experiences.

Contract Duration:Until March 2026

Key Responsibilities:

• Oversee and manage all customer service aspects of the event.
• Lead and organize the customer service team.
• Train customer service representatives.
• Develop and implement performance metrics and evaluation processes.
• Arrange team rosters.
• Design and implement efficient customer service processes, including ticketing, inquiries, and complaints.
• Monitor and analyze customer satisfaction data to identify trends and areas for improvement.
• Resolve complex customer issues and escalate to the management team as needed.
• Collaborate with event organizers, marketing, and operations teams to ensure seamless customer experiences.
• Prepare regular reports on customer satisfaction, complaint resolution, incidents related to first aid, and other relevant metrics.
• Analyze data to identify opportunities for process improvement.

Requirements:

• Bachelor's degree in Event Management, Hospitality, or a related field preferred, but not a must.
• At least 4 years of relevant experience.
• Ability to work independently with strong problem-solving and decision-making skills.
• Good written and verbal communication skills in English and Cantonese.
• Positive attitude, strong initiative, result-oriented, and willing to embrace challenges.
• Proficiency in MS Office, including Excel and Word.
• Customer-centric and innovative.
• Fast learner, eager to ask questions and learn on the job.

Please apply with a detailed resume. (Personal data relating to employment applications will be used for recruitment only)

Be part of the exciting AIA Carnival team and help create a memorable event for our community

Join EME Limited and lead a dynamic customer service team, where you'll oversee order processing, customer service operations, and internal coordination. This role offers a unique opportunity to contribute to product development and manage a diverse team in a fast-paced environment.

EME Limited specializes in smart home devices, thermostats, and home appliances. We are committed to innovation and excellence in the home technology industry.

• Lead and inspire: Guide and motivate your team to achieve operational excellence.
• Oversee operations: Manage order processing, customer service, and internal coordination.
• Coordinate internally: Work with various departments to ensure smooth operations.
• Support planning: Assist in material planning and product development.
• Engage with customers: Conduct meetings with international customers across multiple time zones.

• Educational background: A Bachelor's degree in business administration or related fields.
• Experience required: Minimum of 5-7 years in customer service, with at least 3 years in a supervisory role.
• Language proficiency: Excellent communication skills in English, Mandarin, and Cantonese.
• Technical skills: Strong proficiency in SAP.
• Analytical mindset: Detail-oriented and sensitive to data.
• Team player: Proactive and eager to learn and grow.

Our client offers an attractive remuneration package and other benefits, such as:

• Double Pay
• Performance bonus
• Work from Home option
• Transportation Allowance
• Health Insurance

Ready to join this role? Click Apply now to submit your resume and share your availability and expected salary with us

We welcome all applicants to apply, regardless of experience or qualifications.

All information received will be kept strictly confidential and will be used only for employment-related purposes.

Refer A Candidate and Earn $2,000)