Objectives of this Role:

• Develop and execute user growth and engagement strategies for fund transfers, Overseas Remittance, and currency exchange services.

• Collaborate with cross-functional teams to enhance user experience and drive product adoption across key customer segments.

• Monitor and analyze user behavior and feedback to optimize operational processes and improve service delivery.

• Support the design and implementation of user education initiatives and promotional campaigns to increase transaction volume and user satisfaction.

Responsibilities:

• Manage end-to-end user operations for fund transfers, payments, and currency exchange, including onboarding, transaction support, and issue resolution.

• Create and update user communication materials (e.g., in-app messages, emails, social media content) to engage customers on product features and updates.

• Collaborate with Product, Technology, and Marketing teams to design, test, and launch user-centric initiatives that enhance service usability and adoption.

• Track, analyze, and report on key performance metrics (e.g., user activity, conversion rates, transaction volume) to identify opportunities for improvement.

• Develop and maintain operational guidelines and documentation to ensure efficient and compliant user support processes.

• Gather and synthesize user feedback to drive continuous improvement in service design and functionality.

Skills and Qualifications:

• Bachelor’s degree in Business, Finance, Marketing, or a related field.

• Excellent written and verbal communication skills in English and Cantonese; proficiency in Mandarin is a plus.

• Prior experience in user operations, customer experience, or product operations within banking, fintech, or financial services is highly preferred.

• Self-motivated, collaborative, and result-oriented, with the ability to thrive in a fast-paced environment.

• Strong project management and analytical skills, with experience using data to drive decision-making.

• Familiarity with CRM tools, marketing automation platforms, or user analytics software is an advantage.

• Knowledge of online payment systems, cross-border transfers, or digital currency exchange processes is a plus.

ZA Bank, licensed by the HKMA in 2019, is Hong Kong's first and largest digital bank. With 800,000 users as of 30 June 2024, it leads the city's digital banking sector in customer base and deposits. ZA Bank's "Community-Driven" approach actively involves users in product development, resulting in tailored financial services for individuals, SMEs, and Web3 enterprises. The bank offers a comprehensive range of services including banking, investment, insurance, and business solutions. ZA Bank continues to innovate in Hong Kong's financial landscape. It operates as a subsidiary of ZA Global, established in 2017, to explore global fintech and insurtech opportunities.