Insurance Agent Jobs in Hong Kong.
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Manager, Customer Service
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About Us
MoneyHero Limited (NASDAQ: MNY) is a leading tech- and AI-powered personal finance aggregation and comparison platform that provides consumers with actionable insights to discover, compare, and choose the best financial products with confidence — bringing data intelligence and seamless digital access across insurance and banking solutions. The Company operates in Singapore, Hong Kong, Taiwan and the Philippines. MoneyHero had over 300 commercial partner relationships as at 31 December 2025, and had approximately 5.1 million Monthly Unique Users across its platform for the year ended 31 December 2025.
What We Offer
You will be entitled to a competitive salary and attractive benefits, including:
- Annual leave, birthday leave, tenure leave, international remote work leave, and more
- Professional trainings, career advancement and internal mobility opportunities
- Competitive benefits including insurance and mental wellness program
About the Job
This is a strategic leadership role responsible for steering a multi-disciplinary team covering both Banking and Insurance operations for the Hong Kong market. Manager, Customer Service transcends day-to-day supervision to focus on operational excellence, regulatory compliance, and the digital transformation of customer touchpoints. You will be responsible for defining the service strategy, ensuring seamless delivery for Hong Kong-based customers, and integrating advanced AI solutions to scale efficiency.
The Manager, Customer Service will be responsible for:
Strategic Leadership & Regional Management
- Direct and manage high-performance teams dedicated to Banking and Insurance customer operations, ensuring alignment with Hong Kong’s unique market demands.
- Define and exceed advanced departmental KPIs including CSAT, Response Time, and Resolution Time, while balancing operational costs and service levels.
- Lead the recruitment, professional development, and succession planning for Senior Representatives.
- Act as the primary liaison between Customer Operations and senior leadership in Marketing, Commercial, and Operations to drive cross-functional initiatives.
Customer Service Strategy & Operations:
- Develop, implement, and continuously refine customer service strategies, policies, and standard operating procedures (SOPs) to optimize efficiency and elevate customer satisfaction across all touchpoints.
- Ensure all customer interactions and internal SOPs strictly adhere to Hong Kong regulatory standards, including HKMA and Insurance Authority (IA) guidelines
- Oversee and monitor all customer service channels, including inbound and outbound phone calls, email correspondence, live chat, and social media interactions, ensuring timely, accurate, and empathetic resolution of customer inquiries, issues, and complaints.
- Oversee end-to-end insurance support processes, including policy inquiries, premium collection assistance, and coordination with claims departments for expedited resolution
- Implement quality assurance processes to maintain high standards of service delivery and adherence to company guidelines.
AI Chatbot Implementation & Automation:
- Lead the strategic roadmap for AI chatbot and automation integration, specifically focusing on NLP capabilities for Cantonese and English.
- Analyze automation rates and customer sentiment to shift routine inquiries toward self-service, allowing agents to focus on high-value advisory tasks.
- Collaborate closely with Chatbot Team to define chatbot functionalities, design conversational flows, and integrate the chatbot seamlessly into existing customer service platforms.
- Analyze chatbot performance metrics, identify areas for improvement, and iterate on chatbot responses and capabilities to maximize automation rates and improve customer experience.
Customer Experience Enhancement:
- Proactively analyze customer feedback, sentiment, and service data to identify root causes of issues, emerging trends, and opportunities for continuous improvement in service delivery and overall customer experience.
- Champion the voice of the customer within the organization, collaborating cross-functionally with departments such as Operations, Marketing, Commercial, Product, and Engineering to address systemic customer concerns and drive product/service enhancements.
Knowledge Management & Escalation:
- Ensure the team is fully up-to-date on all MoneyHero products, services, policies, and regulatory requirements to provide accurate, comprehensive, and compliant support to customers.
- Serve as the final internal authority for high-stakes or complex customer disputes, ensuring resolutions maintain brand loyalty and regulatory integrity
Reporting & Analysis:
- Prepare detailed reports and conduct in-depth analysis of customer service data, including volume, trends, resolution rates, and agent performance, to provide actionable insights to management and inform strategic decision-making.
- Transform raw service data into actionable business intelligence to forecast market trends and optimize resource allocation across Hong Kong.
In this role, we are looking for someone with:
- Bachelor's degree in Business Administration, Management, Communications, Business, Finance, or a related field; professional certifications in Insurance (e.g., IIQE) or Banking are highly advantageous
- Minimum of 5+ years in customer operations, with at least 2 years in a Manager-level role overseeing multi-functional teams
- Deep experience in the Financial Services or Fintech sectors is highly preferred, with specific knowledge of the Hong Kong Insurance and Banking landscape.
- A track record of successfully leading digital transformation or large-scale automation projects
- Advanced proficiency in CRM ecosystems (Zendesk preferred) and workforce management tools
- Understanding of AI-powered customer service solutions, including chatbots, virtual assistants, and natural language processing (NLP) concepts.
- Ability to interpret complex data sets to diagnose systemic issues and implement creative, scalable solutions under pressure
- Proven ability to lead through organizational change and thrive in the fast-paced, evolving Hong Kong financial market
Good to have:
- Must be fully proficient in Cantonese and English (both written and spoken).
- Ability to communicate effectively with Hong Kong customers and stakeholders, understanding local cultural nuances and business etiquette
#MoneyHero #LI-Hybrid #LI-RR1
Work: We have a team of over 350 talented individuals in 4 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives.
Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun.
Thrive: We launched in 2014, and now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career.
Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group
MoneyHero Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.
Most legitimate opportunities at MoneyHero Group are published on our official careers portals, and our Talent Acquisition team will contact candidates only through authorized channels and official MoneyHero Group email addresses. For selected executive-level or confidential searches, we may partner with trusted recruitment firms, and candidates may be contacted by authorized recruitment partners engaged by MoneyHero Group.
MoneyHero Group will never request payment or ask candidates to share sensitive personal or financial information, such as banking details, during the recruitment process.
If you are contacted by someone claiming to represent MoneyHero Group and are unsure whether the communication is genuine, or if you receive a message about a MoneyHero Group opportunity that is not listed on our official careers portals, please contact us directly at recruitment@moneyherogroup.com to verify.
Ready to apply?
Apply to MoneyHero Group
Capco
Capco is a leading global technology and management consultancy that excels in driving digital transformation within the financial services and insurance sectors. With an unwavering commitment to delivering practical solutions, we empower our clients to navigate the complexities of today's fast-paced market. Our integrated services span across major financial hubs worldwide, ensuring that we are always close to our clients and their needs.
At Capco, we possess not only the expertise but also the vision and passion necessary to lead transformative change. As we embark on an exciting growth journey, this is the perfect moment to join our team. We are expanding geographically, increasing our workforce, and poised to disrupt the consulting landscape across APAC with our entrepreneurial spirit and agile methodologies.
About the Role
We are thrilled to introduce an opportunity for a talented AI Engineer to join our Hong Kong team. This role is designed for a technology innovator who thrives on solving complex challenges and is passionate about building AI-driven solutions that transform the Financial Services industry. As an AI Engineer at Capco, you will play a pivotal role in shaping the future of banking and insurance by leveraging cutting-edge AI technologies to deliver intelligent, scalable, and compliant solutions. Your work will enable our clients to unlock new efficiencies, enhance customer experience, and stay ahead in a rapidly evolving digital landscape. If you are excited about applying advanced AI techniques to real-world business problems and driving measurable impact, we want you on our team.
Key Responsibilities
- Build multi-agent workflows to optimize business processes within banking and financial services.
- Develop and maintain software pipelines for data processing, model training, and deployment using Python-based frameworks.
- Train, fine-tune, and optimize neural network models, including LLMs, for specific use cases such as risk assessment and customer query resolution.
- Collaborate with data scientists, engineers, and business stakeholders to translate requirements into production-ready AI applications.
- Ensure AI models adhere to banking regulations, data privacy standards (e.g., GDPR, CCPA), and ethical AI practices.
- Conduct experiments, evaluate model performance, and iterate solutions to improve accuracy and efficiency.
- Monitor deployed solutions in production, troubleshooting issues, and implement updates as needed.
- Stay updated on emerging AI trends, particularly in NLP and LLMs, and contribute to knowledge sharing within the team.
- Participate in code reviews, agile ceremonies, and CI/CD processes.
Experience and Qualifications
- 4–10 years of professional experience in AI/ML engineering, with a focus on software development and deployment.
- Strong software engineering experience with Python and libraries such as TensorFlow, PyTorch, scikit-learn, and Huggingface.
- Demonstrated experience in NLP, including projects involving text classification, entity recognition, or similar.
- Hands-on experience training and fine-tuning neural network models, with a track record of optimizing for performance and scalability.
- Proven expertise working with LLMs (e.g., GPT, BERT) and building agentic solutions using frameworks like LangChain, LangGraph, or ADK.
- Familiarity with cloud platforms (AWS, Azure, or Google Cloud) for model deployment and data management.
- Solid understanding of machine learning concepts, including supervised/unsupervised learning, evaluation metrics, and bias mitigation.
- Experience with version control systems (e.g., Git) and agile methodologies.
- Excellent problem-solving skills and ability to work in a fast-paced, collaborative environment.
Preferred Qualifications
- Experience in financial services domains such as fraud detection, credit scoring, or customer service automation.
- Familiarity with big data tools (e.g., Spark, Hadoop) and databases (SQL/NoSQL).
- Knowledge of graph databases and knowledge graphs.
- Understanding DevOps practices, containerization (Docker, Kubernetes), and MLOps workflows.
- Publications, open-source contributions, or certifications in AI/ML.
- Strong communication skills for presenting technical concepts to non-technical stakeholders.
Ready to apply?
Apply to CapcoABOUT US
Capco is a global technology and management consultancy specializing in driving digital transformation in the financial services and insurance industries. Capco is committed to providing clients with practical solutions. We offer a globally integrated service with offices in leading financial centers across the globe. We have the people, the vision, and the passion.
We are growing through a significant growth journey, now is a very good time to join us as we expand geographically, increase headcount and disrupt the consulting market across APAC with entrepreneurial and agile thinking.
We are:
- Experts in banking and payments, capital markets and wealth and asset management
- Deep knowledge in financial services offering, including e.g. Finance, Risk and Compliance, Financial Crime, Core Banking etc.
- Committed to growing our business and hiring the best talent to help us get there
- Focus on maintaining our nimble, agile and entrepreneurial culture
ROLE RESPONSIBILITIES
We are currently seeking a Senior Consultant to support and drive the growth of our Data practice, particularly in our Data Analysis / Data Modelling / Data scientist stream. This is an exciting opportunity to be a leader, in a growing team of data practitioners, where you will be initiating and implementing cutting-edge data & analytics programmes for top-tier Financial Services clients.
As a Senior Data Consultant, you will be involved in developing the HK Data Practice capabilities and the broader Global Data Practice to supporting topics such as Cloud, Artificial Intelligence and Machine Learning.
KEY RESPONSIBILITIES
- Partner with clients and internal stakeholders to shape business problems and deliver NLP / ML / LLM‑driven solutions that support digital and operational transformation.
- Apply large language models, machine learning, and advanced analytics to enhance decision‑making, automate workflows, and improve client outcomes.
- Design and implement LLM‑based agentic solutions, including multi‑step orchestration, tool integration, and workflow controls aligned to risk, governance, and SLA requirements.
- Lead the end‑to‑end data lifecycle, including data sourcing, curation, documentation, and governance to support robust model training and evaluation.
- Monitor model performance and drive continuous improvement through feedback loops, evaluation metrics, and active learning approaches.
- Collaborate closely with engineering and platform teams to deploy, scale, and operationalise AI solutions in production environments.
- Develop and deliver clear, structured client communications, including written deliverables, presentations, and executive‑level storytelling of analytical insights.
- Stay current with emerging trends in LLMs, NLP, and data science, proactively identifying opportunities to bring innovative capabilities to clients.
SKILLS & EXPERTISE
- Minimum 3+ years experience using NLP, large language models, and machine learning to solve business problems (such as search, extracting information from documents, or automating processes).
- Experience within banking or financial services will be preferred but not a must.
- Hands‑on experience designing and building LLM solutions, including retrieval‑augmented generation (RAG), agent‑based workflows, and systems that use tools and multi‑step logic.
- Experience putting AI / LLM models into production and supporting them, with an understanding of scaling, controls, and operational risks.
- Strong Python coding skills, with experience writing reliable, production‑ready code using modern ML and LLM frameworks.
- Good understanding of how to work with LLMs, including prompt design, fine‑tuning models, adapting them to specific domains, and knowing their strengths and limitations.
- Strong communication and consulting skills, with the ability to explain complex technical ideas clearly to both business and technical stakeholders.
WHY JOIN CAPCO?
You will work on engaging projects with some of the largest banks in the world, on projects that will transform the financial services industry.
Ready to apply?
Apply to Capco